What are the responsibilities and job description for the Helpdesk Customer Service Representative position at Bangor Savings Bank?
About The IT Team
Do you enjoy working on an energetic and innovative team? At Bangor Savings Bank we are hiring an IT Helpdesk customer service representative to join the growing and talented team. As part of this team, you will be connecting with internal business partners throughout the bank.
About This Role
You will play a key role supporting internal bank customers. This role requires initiative, drive, and a strong work ethic. The position balances a fast-paced work environment with doing things meticulously and properly; working independently within highly collaborative integrated teams. The job is responsible for triaging and replying to help desk calls and inquiries received via phone, e-mail and walk-ins.
You're Excited About this Opportunity Because You Will…
Do you enjoy working on an energetic and innovative team? At Bangor Savings Bank we are hiring an IT Helpdesk customer service representative to join the growing and talented team. As part of this team, you will be connecting with internal business partners throughout the bank.
About This Role
You will play a key role supporting internal bank customers. This role requires initiative, drive, and a strong work ethic. The position balances a fast-paced work environment with doing things meticulously and properly; working independently within highly collaborative integrated teams. The job is responsible for triaging and replying to help desk calls and inquiries received via phone, e-mail and walk-ins.
You're Excited About this Opportunity Because You Will…
- Respond to telephone calls and email requests
- Triage and organize tickets according to priority
- Escalate problems to appropriate teams
- Provide assistance and training with PC hardware and applications
- Assist technicians with the installation of PC hardware and software and provides assistance to users with varying technical abilities
- Maintain inventory of IT assets within the Bank
- Document customer interactions using the Bank's ticketing system
- Document installation and troubleshooting procedures for new and existing Bank software
- Assists in ensuring that the Bank uses best practices for information systems
- Take initiative and independent action, operate as a pro-active self-starter, act on opportunities, and practice self-development.
- Are adaptable and flexible, aren't afraid of change, open to new ideas, take on new challenges, handle pressure, adjust plans to meet changing needs.
- Have integrity and ethics to deal with others in a straightforward, honest manner, are accountable for your own actions, maintain confidentiality, support company values, and convey news good or bad.
- Have good interpersonal skills including active listening skills and negotiation techniques.
- Have the vision and values of BSB!
- Have a strong organization system and use that system for the improvement and advancement of personal and team goals.
- Have the desire and ability to maintain knowledge and skill currency within the fast-changing technological realm.
- Are a successful, vibrant, and innovative company.
- Care most about our employees, our customers and our communities.
- Believe every interaction is an opportunity to provide a "You Matter More" experience.
- Believe in autonomy & initiative taking.
- Are a technologically and data-driven business.
- Have a smart, experienced, and diverse leadership team that wants to do it right & is open to new ideas.
- Have a beautiful new campus in Bangor, Maine.
- Assists in ensuring that the Bank is in compliance with local, state and federal regulations
- Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
- Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
- Performs additional duties as requested.
- Adaptability/Flexibility - Adapts to change, is open to new ideas, takes on new challenges, handles pressure, adjusts plans to meet changing needs
- Initiative - Takes independent action, operates as a pro-active self starter, acts on opportunities, practices self development
- Integrity/Ethics - Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
- Interpersonal Skills - Has good listening skills,
- Vision/Values - Supports company mission/values through daily actions and decisions, communicates the Bank's vision, mission and values to others, incorporates vision when planning.
- High school diploma or equivalent
- 1 - 2 years IT related experience
- Proficiency with Microsoft products such as Windows 10 and Microsoft Office a plus
- Working knowledge of personal computers
- Professional telephone skills
- Excellent customer service skills
- General office environment
- Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required
- General office equipment
- External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.
