Informed Delivery in Raleigh, NC at APEX Systems

Date Posted: 9/1/2019

Job Snapshot

Job Description

Job #:  985135

Our client is hiring an Entry Level Helpdesk position in Raleigh, NC. Candidates must be open to shift work, and be able to obtain a clearance (background, credit, and drug test).

If interested, please send your resume to Rachel Jones at rbjones@apexsystems.com 
 
Requirements: 
2 years of Call Center experience!
Customer Service Experience preferred
 

•We have 1st, 2nd and 3rd shift options

 
Description:
C
andidate applies basic helpdesk support skills, company policies and procedures in a Tier 1 Help Desk/Call Center environment providing live chat sessions and email support for products and services on our client’s, website.
 
Incumbent must have a good understanding of the general/technical aspects of a Tier 1 Help Desk. He/she will primarily provide end-user assistance via live chat sessions that are routine to moderately complex in nature and require basic problem resolution and independent judgment. The successful incumbent must allocate his/her own time efficiently and will receive general instructions on all work.
 
Scope:
Point of contact (POC) for feature/function and level one support problems originated by supported end-users.
Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries.
Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters set by managers/team leads.
Maintain end-to-end problem ownership of chat and email sessions. Incumbents will be required to handle up to three chat sessions at one time.
Usage of common commercial off the shelf (COTS) applications such as Oracle RightNow along with other proprietary applications to provide live chat services and email resolution type responses.
Support various Tier 1 platforms as directed by management/team lead(s).

Skill Set:
Candidates must have Microsoft Office product knowledge and trouble shooting skills, to include:
Microsoft Office 2003 – 2013
Microsoft Outlook 2003- 2013
Live Chat and/or any Customer Relationship Management (CRM) software tools.
Possesses the ability to successfully manage and prioritize concurrent task, i.e., handling three chat sessions at one time.
Showcase the ability to communicate well (orally and in writing) working with the client’s consumers/customers.
Positive attitude and work ethic.
Self-motivated.
Ability to work well alone or within a team setting.
 
 
 
 
 
 
 
 
 
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178-6178.