Chat Helpdesk Support - Compunnel : Job Details

**Local candidates only with chat experience in IT customer service/call center role****

IT CSR - South Jordan UT (CHAT)

Job Title : Chat Helpdesk Support

Work Location: 680 West 10000 South South Jordan UT 84095

Pay Rate: $21/hr on W2 (no benefits)

Period 12 months contract

Description:

Executive Summary:

The Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment.

Expectation of Role:

• Demonstrate active listening in order to gain an accurate understanding of the situation

• Being empathetic to the customer's situation while also showcasing advocacy and ownership of seeking resolution

• Producing accurate detailed documentation consumable by end users, level two support, and problem management

• Maintain professionalism and netiquette to ensure messages are received as intended

• Respond timely via the chat platform to prevent delay or frustration

• Clearly document actions taken in ticketing record for tracking and data analytics

• Leverage the chat tooling and ticketing platform effectively

• Provide high quality end-user technical support, related to enterprise software and hardware

• Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components

Qualifications:

• Excellent customer service skills required

• Excellent communication skills required

• Problem solving skills

• Self-Motivated

• Two to five years of proven, qualified related work experience in a comparable complex and fast paced work environment

• Preferred work experience in technical support role but not required

• Two to five years of chat experience***

Required Education:

• High school diploma or GED with relevant work experience