Application Service Help Desk/Help Desk Rep- Houston- Bilingual English/Spanish
Job Details Summary:
Job Description:
GENERAL ACCOUNTABILITIES
Works as a team member of the Application Service Desk/Help Desk to provide front line end user support. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service and chat mediums of communication. Ensures all calls received by the APPLICATION Service Desk/Help Desk are properly handled and escalates issues, as needed, to the appropriate APPLICATION Service Desk/Help Desk 2 Team. May address assigned responsibilities outside of phone support as required to meet the overall objectives of the APPLICATION Service Desk/Help Desk.
SPECIFIC RESPONSIBILITIES
100% APPLICATION Customer Support
- Acts as a Service Desk/Help Desk representative for the APPLICATION Operations Support department and provides phone-based application support a minimum of 95% of the time.
- Researches and troubleshoots all calls; follows the APPLICATION Escalation process to escalate calls that cannot be resolved at point of contact to the designated APPLICATION Service Desk/Help Desk 2 Team.
- Tracks problem/issue through to resolution by opening a ticket for each caller.
- Logs 100% of all calls received into call tracking application and maintains records of all caller interactions; achieves 80% first call resolution or higher.
- Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
- Shares critical information with peers to aid in the development of other team member’s skills.
- Utilizes the available training materials to educate callers. Broadens knowledge of APPLICATION, including new enhancements and features, in order to perform duties efficiently.
- Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.
This position is not a Password Reset, Desktop Support, Hardware Support or Network/LAN support position.
Core / Critical Competencies
Promote Innovation
- Comes up with new ways to look at problems and processes in their work
Achieve Results
- Works productively with minimal supervision; achieves work objectives in a timely manner
- Works to resolve routine problems promptly and effectively
Display Adaptability
- Is open to new and different ways to accomplish work
- Responds positively and productively to new initiatives or changes in priorities
Communicate Effectively
- Conveys facts and information clearly in written and spoken communications
- Shares viewpoints and information openly and listens attentively to others’ ideas and suggestions
- Communicates in a timely and effective manner with manager
Collaborate with Others
- Proactively contributes to group objectives; volunteers to help others as needed
- Welcomes ideas and input from others
Build Productive Relationships (Internal / External)
- Relates to others in open and helpful manner; consistently treat others with respect
- Maintains composure in challenging situations
EDUCATION/EXPERIENCE/MINIMUM Requirements
Education:
- Two (2) year degree or technical program.
Experience:
- Two (2) years’ experience in technical and operational support for customers in the use of computer hardware and applications via telephone.
Knowledge, Skills & Abilities:
- Strong customer service skills required; able to problem-solve and diagnose complex tasks.
- Working knowledge of Microsoft Windows operating systems.
- Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
- Funeral industry experience desirable.
- Excellent verbal and written communication skills.
- Demonstrated technical aptitude.
- Must be detail oriented.
- Excellent interpersonal skills and comfortable working with people at all levels of the organization.
- Well organized, with the ability to handle multiple tasks simultaneously.
- Must be able to learn new hardware and application technology quickly.
- Must be able to work independently, with minimum direct supervision.
- Must be able to work within the defined procedures and within the schedule provided
- Good coaching and leadership skills.
Work Conditions
Work Environment
- Work indoors during all seasons and weather conditions
- Professional Dress is required.
Work Postures
- Sitting continuously for many hours per day, up to 6 hours per day
- Climbing stairs to access buildings frequently
Physical Demands
- Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
Work Hours
- Working beyond “standard†hours as the need arises including shift work and weekends on a rotated basis