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Customer Service/ Help Desk Representative

Company: NetSource, Inc.
Location: Raleigh
Posted on: August 24, 2019

Job Description:

Please note that this is a 1 year contract position.Candidate applies basic helpdesk support skills, company policies and procedures in a Tier 1 Help Desk environment providing live chat sessions and email support for products and services on our client's website. Incumbent must have a good understanding of the general/technical aspects of a Tier 1 Help Desk. He/she will primarily provide end-user assistance via live chat sessions that are routine to moderately complex in nature and require basic problem resolution and independent judgment. The successful incumbent must allocate his/her own time efficiently and will receive general instructions on all work. Scope: Point of contact (POC) for feature/function and level one support problems originated by supported end-users. Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries. Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters set by managers/team leads. Maintain end-to-end problem ownership of chat and email sessions. Incumbents will be required to handle up to three chat sessions at one time. Usage of common commercial off the shelf (COTS) applications such as Salesforce C360, and Oracle RightNow along with other proprietary applications to provide live chat services and email resolution type responses. Support various Tier 1 platforms as directed by management/team lead(s). Additional Provisions: All candidates will be required to pass a behavioral and technical interview.Applicants must provide their phone number. Reference job number 4601. - provided by Dice

Keywords: NetSource, Inc., Chapel Hill , Customer Service/ Help Desk Representative, Hospitality & Tourism , Raleigh, North Carolina

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