Tier 1 Helpdesk

Description:

"Please confirm or provide an accurate job description (you have the ability to edit) and answer the following questions:

• What are the top 3 skills required?
• Are you available to hire, interview, and/or start a worker in the next 5 days?
• Do you have any PTO or days off in the next 5 -15 days?"
  
  

Job Description Summary:

Working in a team environment, Inbound Customer Service Representatives are charged with fielding all calls received, creating a new case or updating an existing case for each request in the ServiceNow case management system and dispatching all cases that are not deemed Tier 1 responsibility to the appropriate resolution group within the Employee Service Center.

As the primary contact point for all customer inquiries to the Employee Service Center, it is imperative that the Customer Service Representative project a professional image through their telephone and writing skills and possess exceptional customer service skills.

PRIMARY DUTIES/RESPONSIBILITIES:

Handle all inbound calls from Internal and External customers. Create a new ServiceNow case or update an existing ServiceNow case for every call received within the ServiceNow case management system. Gather necessary information from customer to sufficiently document each case with detailed notes to make the resolution process as efficient as possible. Inform the supervisor regarding trends in internal and external calls. Special projects as assigned.

QUALIFICATIONS:

Superior Customer Service skills. Excellent oral and written communication skills. Able to juggle multiple tasks simultaneously. Able to operate well under tight pressure. Good computer skills � Microsoft Office Suite, People Soft experience a plus. Works well with others � Team Player. Attention to detail. Organized. Strong problem-solving skills. Punctual.

Please select your preference in reviewing candidate submittals

• Both - review resumes and interview candidates
  
  

If you choose first come first serve above please provide requested pay rate.

19.00-20.00 per hour

Is this requisition for a Direct Hire?

No

Is this position a possible temp-to-permanent opportunity?

No

Do you have a pre-identified candidate who will need to be hired by our Payroll Supplier?

No

If yes, enter the name, contact details, and hourly pay rate for the candidate.

Name:

Email:

Phone Number:

Hourly Pay Rate:

Which shift is this position for?

Shift 2

Daily Start Time (ex: 9:00AM)

8:00AM and 8:30AM

Daily End Time (ex: 5:00PM)

5:00PM and 5:30PM

Working Days (ex: Monday - Friday)

Monday - Friday

TRC Talent Solutions is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.