(W-729) HELP DESK SUPPORT

The helpdesk technician will be part of the premier pos group support team providing exceptional customer service by focusing on finding the right solution for each client. they will be a natural troubleshooter with the ability to also escalate issues proactively when needed. job category: entry to senior-level positions available. responsibilities - manage large amounts of incoming phone calls - identify, research, and assess customers’ needs to achieve satisfaction - provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution - maintain frequent customer contact regarding progress, go the extra mile to engage customers - use screen-sharing tools to gather additional information as necessary - keep records of customer interactions, process customer accounts, and file documents in a customer relationship management (crm) system - follow company and department procedures, guidelines, and policies - after hours rotation schedule and weekends - review and edit any new documentation, while assisting to keep existing documents up-to-date - occasional backup to other departments that may include: qa, data conversion, or software upgrades/refreshes - other duties as assigned. knowledge and skill requirements - proven customer support experience or experience as a customer service representative - strong phone contact handling skills and active listening - excellent communication and presentation skills - ability to multi-task, prioritize, and manage time effectively - outstanding problem-solving skills - familiarity ...