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Help Desk Representative
ICONMA, LLC
- 🇺🇸 United States
- Remote
- 8 hours ago
- $16 / hour
- Microsoft Outlook
- Excel
- Outlook
- Avaya
- Five9
- Windows
8 hours ago
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Responsibilities:
- Managing member issues through a ticketing system
- Meeting service level agreement (SLA) for resolution
- Utilizing resources to address issues
- Documenting all interactions
- Answering inbound calls and making outbound call follow-ups
Requirements:
- Minimum of 1 year in a virtual customer service or call center environment, IT help desk support is a plus.
- Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members.
- Computer experience is required with proficiency in Microsoft Outlook, Word and Excel.
- Basic alpha number data entry skills with attention to accuracy and quality is essential.
- Ability to work with people in a team environment while meeting individual performance goals.
- Must be able to read and interpret policies, procedures, and instructions.
- Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential.
- Required Qualifications:
- A personal High Speed Broadband internet connection is required (100/25 mbps).
- Proof will be required prior to any confirmation of an offer and start date.
- To support telephony software, it must be Broadband and meet the minimum required mbps.
- You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted.
- Internet is non-reimbursable by the company unless state law mandates it.
- If a longer ethernet cord is required from what is provided, you would be responsible for providing the cord.
- 1 year experience working in a help desk environment assisting with password reset and website navigation is preferred but not required.
- 1 year experience working in a virtual call center.
- Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day)
- Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required.
- Excellent communication skills both verbal and written 
- Microsoft 360 basic applications (Outlook, Teams, One Drive)
- Avaya One X or comparable telephonic software knowledge such as Five9
- Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills)
- Preferred Qualifications:
- Demonstrate the following soft skills:
- Experience supporting complex and nuanced work.  
- Ability to discern key points to assist with problem resolution, getting to the heart of the issue
- Demonstrate ability to handle multiple assignments competently, accurately, and efficiently. 
- Ability to follow direction, multi-task and adapt to change 
- Ability to learn in an on-line/telework environment 
- Utilize on-line resources to perform job responsibilities
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Help Desk Representative · ICONMA, LLC