What are the responsibilities and job description for the Help Desk Support position at McKinley Marketing Partners?
Job Description
Location: Washington DC - hybrid
Duration: 18 month contract
Pay: $20.90/hr
The Call Center Agent (CCA) provides first-level support to end-users by troubleshooting and resolving hardware, software, and voice/data communication issues.
Responsibilities Include
Location: Washington DC - hybrid
Duration: 18 month contract
Pay: $20.90/hr
The Call Center Agent (CCA) provides first-level support to end-users by troubleshooting and resolving hardware, software, and voice/data communication issues.
Responsibilities Include
- Escalating calls when necessary, writing clear and concise tickets, and ensuring timely follow-up through to resolution.
- Proficiency with ticketing systems, technical support documentation, and hardware/software technologies is required.
- The role demands excellent multitasking, prioritization, and communication skills, along with the ability to work under pressure and flexible hours as needed.
- Provide phone support Monday–Friday, 8 AM–5 PM EST.
- Respond to 30,000 annual calls and 10,000 emails from customers.
- Manage course creation, editing, and cancellations in the Internal Volunteer Portal (Salesforce).
- Order course materials and assist volunteers with reimbursements and approvals.
- Locate both in-person and virtual courses for participants and volunteers.
- Resolve issues related to incomplete or missing course paperwork.
- Process certificate replacement requests and handle returned check processing.
- Coordinate system access and order training materials for new and current volunteers.
- Send onboarding notifications and access credentials.
- Address ad-hoc onboarding needs by coordinating with leadership and providing necessary assistance. Provide one-on-one support to volunteers for portal access, course management, and reimbursements.
- Use Zoom for complex troubleshooting to expedite issue resolution.
- Identify and address process inefficiencies, proposing workarounds where necessary.
- Prior experience in customer service, call centers, and help desk support is essential.
- 3 years with IT customer service
- High school diploma or higher
- Strong technology skills
- Basic IT skills are required like creating a bookmark, downloading files, installing software, etc.
- The role demands excellent multitasking, prioritization, and communication skills, along with the ability to work under pressure and flexible hours as needed.
Salary : $21
