What are the responsibilities and job description for the Help Desk Specialist position at Agile Premier?
Under general supervision, in an in-bound call center environment, User Support Specialists provide technical software problem resolution to end users through troubleshooting and step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, fixing application error messages, assisting with application support and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
Duties :
- Accurately process and record call transactions using a computer and designated tracking software.
- Interact with end users to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather user’s information and determine the issue by evaluating and analyzing the symptoms.
- Diagnose and resolve technical hardware and software issues.
- Research required information using available resources.
- Follow up and make scheduled call backs to users where necessary.
- Stay current with system information, changes and updates.
- Perform after-hours on-call service on a rotating schedule with others in the team.
Qualifications :
