What are the responsibilities and job description for the Help Desk Support Representative - $20/hr position at TEKsystems?
*Description*
* Customer Service: Provide exceptional service to internal and external customers by being courteous, polite, and friendly.
* Issue Resolution: Address customer issues immediately to determine support needs and resolution paths.
* Knowledge Base Utilization: Search Knowledge Base articles and Standard Operating Procedures for resolutions or escalate requests to higher support teams.
* Technical Support: Provide first-level technical support through email, telephone, ticketing system, and other channels.
* Needs Assessment: Guide customers in procedures for equipment requests, relocations, software installations, sign-on, or programming changes.
* Documentation: Fully document resolutions and actions taken in the ITSM ticketing system.
* Professionalism: Be punctual and ready to perform duties and assignments, whether working in the office or remotely.
* Administrative Tasks: Complete timesheets, compliance training, and shift changes independently.
*Work Environment*
* *hybrid environment- 2 days in office*
* shift: 9 am ET- 6pm ET, 7-4, 11-8 shift --> shifts will be given by necessity of the call center.
* every 3-4 weeks, will be required to work a weekend shift
* call center is open 24/7, including holidays
*Skills*
call center, computers/customer service, troubleshooting, customer service, customer service skills, customer inquiries
*Additional Skills & Qualifications*
Must have Skills:
- At least 1 year of customer service, highly prefer call center experience (about 20-30 calls a day)
- Strong verbal and written communication, Must be able to clearly communicate in English
- Comfortable navigating on a computer
- Proven ability to multi-task with customer intake process concurrently: Calls, Remedy Tickets, and Chat
*Preferred NOT REQUIRD*
- bachelors degree (especially, a degree in Computer Science, Information Technology, Computer/Data Systems Management)
- salesforce or ServiceNow experience (think ticketing and resolution experience)
*Pay and Benefits*
The pay range for this position is $20.00 - $20.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a hybrid position in Alpharetta,GA.
*Application Deadline*
This position is anticipated to close on May 3, 2025.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
* Customer Service: Provide exceptional service to internal and external customers by being courteous, polite, and friendly.
* Issue Resolution: Address customer issues immediately to determine support needs and resolution paths.
* Knowledge Base Utilization: Search Knowledge Base articles and Standard Operating Procedures for resolutions or escalate requests to higher support teams.
* Technical Support: Provide first-level technical support through email, telephone, ticketing system, and other channels.
* Needs Assessment: Guide customers in procedures for equipment requests, relocations, software installations, sign-on, or programming changes.
* Documentation: Fully document resolutions and actions taken in the ITSM ticketing system.
* Professionalism: Be punctual and ready to perform duties and assignments, whether working in the office or remotely.
* Administrative Tasks: Complete timesheets, compliance training, and shift changes independently.
*Work Environment*
* *hybrid environment- 2 days in office*
* shift: 9 am ET- 6pm ET, 7-4, 11-8 shift --> shifts will be given by necessity of the call center.
* every 3-4 weeks, will be required to work a weekend shift
* call center is open 24/7, including holidays
*Skills*
call center, computers/customer service, troubleshooting, customer service, customer service skills, customer inquiries
*Additional Skills & Qualifications*
Must have Skills:
- At least 1 year of customer service, highly prefer call center experience (about 20-30 calls a day)
- Strong verbal and written communication, Must be able to clearly communicate in English
- Comfortable navigating on a computer
- Proven ability to multi-task with customer intake process concurrently: Calls, Remedy Tickets, and Chat
*Preferred NOT REQUIRD*
- bachelors degree (especially, a degree in Computer Science, Information Technology, Computer/Data Systems Management)
- salesforce or ServiceNow experience (think ticketing and resolution experience)
*Pay and Benefits*
The pay range for this position is $20.00 - $20.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*
This is a hybrid position in Alpharetta,GA.
*Application Deadline*
This position is anticipated to close on May 3, 2025.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Salary : $20
