Help Desk Technician

OVERVIEW:

Our client, a Global Fortune 50 organization and one of world’s largest distributors of Health care systems, medical supplies & Pharmaceutical products,seeks an accomplished “Help Desk Technician”

** JOB ID: JP00005286

** TITLE: Help Desk Technician

** LOCATION: Onsite Role | Client Location: 13501 Park Vista Blvd. Fort Worth TX 76177

** DURATION: 9-month assignment with the possibility of extension

** WORK SCHEDULE:

• Training Schedule: M-F 8:30am - 5:30pm.
• After training: Based on class ranking of training class. Ability to start as early as 7am and end as late as 7pm w/ a 1hr or 30min. lunch (Based on preference)

Pay Rate: $24.00/hr. W2

Responsibilities:

• The Technical Help Desk Technicians is responsible for second-level support for all clients Connect standard software and hardware, ordering, handheld devices, and enabling and activating CSOS Certificates.
• This position provides an effective diagnostic evaluation of end-user Pharma Customer needs and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction.
• The position also requires effectively delivering technical training and support needs for other client personnel and customers over the phone.
• Support and demonstration of the client iLead and iCare values and expectations for customer support and satisfaction are fundamental to this team to provide an effortless customer experience and one call resolution.
• Responsible for the remote support to users with technical problems and information technology issues experienced by Pharma Customers using client Connect ordering systems.
• Identify, research, and resolve technical problems, timely response to telephone calls and Chat Support, email, and personnel requests for technical support.
• Accurately document, track, and monitor the reported problems/issues to ensure a timely resolution via Salesforce
• Escalate important or reoccurring issues causing impact to Service Levels to the department Business Analysts and Team Leads
• Work in various inbound call queues as assigned by Workforce Management
• Able to function independently and produce results that meet standards of quality, timeliness, and acceptability
• Consistently meet department KPI Metrics (including Call Quality, Service Levels, Issue resolutions, Schedule Adherence, and Attendance)
• Special projects and other duties as assign
• Remote Desktop Troubleshooting
• Technical support, customer service, and software or mobile device support experience.
• Strong customer service and troubleshooting skills
• Ability to communicate technical information verbally to a wide range of end-users (i.e., internal employees, hospitals, VA, and retail customers)
• Strong attention to detail, with a focus of rapport-building, listening, and questioning
• Ability to communicate technical information to both technical and nontechnical audiences

Job Requirements:

• Education: HS diploma required.
• 2 years of Call Center experience.
• Nice to have: Salesforce, MS Teams, Outlook.

Job Types: Full-time, Contract

Pay: Up to $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Education:

• High school or equivalent (Required)

Experience:

• Salesforce / MS Teams / MS Outlook: 1 year (Preferred)
• Call Center: 1 year (Required)

Ability to Commute:

• Fort Worth, TX (Required)

Work Location: In person

Salary : $24