HelpDesk Support

These positions/resources requested will serve as PEAK Call Center Agents responsible for addressing citizen/client questions related to technical issues accessing and navigating the system. Note that these resources should expect to be taking and resolving incoming client calls up to 90% of the time.

Duties

Primary Responsibilities include the following

o Answer incoming calls timely and accurately

o Answers inquires by clarifying desired information, researching, locating and providing information

o Resolves customers issues and concerns

o Creates and maintains knowledge articles

o Provide technical assistance to the customer (Examples)

• Password reset
• Account information
• Case number information
• Adobe Reader issues
• Brower issues
• Technical computer issues
• Internet connectivity
• PEAK navigation

o Enter information obtained from the call into a customer relationship management tool

o Utilize the IVR/ACD for incoming and outgoing calls

o Follow communication scripts when handling different topics

o Meet personal/team qualitative and quantitative targets

Minimum of 1 year of experience in a call center

Strong phone and verbal communication skills along with active listening skills

All your information will be kept confidential according to EEO guidelines.