What are the responsibilities and job description for the Service Desk Representative position at O. C. Credit Union?
Exciting Opportunity at Orange County's Credit Union - Service Desk Representative
CREDIT UNION’S PURPOSE: Simple Banking. For People, Not Profit.
CREDIT UNION’S CORE VALUES: Integrity, Service Excellence, Growth & Development, High Performance, Mutual Respect, Community, and Fun
Workplace Excellence. Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark Best of the Best Award for highest associate satisfaction in the workplace! As a leading financial service provider with over 80 years of experience serving 123,000 members, Orange County's Credit Union is currently $2 billion in assets & growing.
Your Benefits Start Day 1- Generous Benefits Including:
- Anthem Vivity HMO & Delta Care USA Dental - Orange County's Credit Union (OCCU) covers 100% of the associates' monthly premium
- Life insurance at no cost to employee.
- 401(k) – OCCU automatically contributes 3% of the employee’s earnings PLUS matches up to 5% of the employee’s contribution (dollar for dollar)
- Vacation hours – 13 days per year and rolls over year to year, and increases with tenure
- Sick hours – 7 days per year and rolls over year to year
- Paid Holidays – 12 days per year plus 3 partial days
- Annual performance merit increases
- Professional and personal development programs, including educational grants up to $2k per year, and step progression opportunities
- Annual discretionary bonus
- Professional, friendly work environment focused on achieving goals, recognizing successes, and excelling at member service.
Position Summary:
You will play a crucial role, supporting associates throughout the organization and working with colleagues on the Service Desk team to ensure the highest level of customer service and the most efficient user experience. Ideal candidates will approach every situation with the associate (user) in mind.
The Experience You Will Bring
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Taking ownership of associate issues reported and seeing problems through to resolution
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by associates
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Record events and problems and their resolution
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Follow relevant procedures to resolve incidents and fulfill requests within agreed upon service level agreements (SLAs)
Qualification:
Experience/ Training/ Education:
A qualified candidate will have at least 1.5 years’ experience in a similar role. Individuals should also possess a working knowledge of the following technologies as well be able to learn new technologies as they are introduced into the environment:
- Excellent people and communications skills
- Windows Client Operating systems
- Common web services (intranet, O365, etc.)
- Standard user environment (File shares, Print, MS Office)
Base Pay Range:
The targeted hourly range is $33.00 per hour to $35.00 per hour. Final offer will be determined based on experience, education, training/certifications and specialized skills.
We perform thorough background checks and credit checks. EOE
Salary : $2 - $2,000
