Help Desk Support

Company: Collabera ( Learn More )

General Information
0 to 2 year(s)
Job Description
  • During their training period, agents will work 9:00am - 5:30pm.

  • After training, they will be assigned a mid-shift schedule which could be 10a-6:30p, 11a-7:30p, 12p-8:30p or another time slot that falls within a similar hours range.

  • Once an agent has been cross trained we will include them in the regular pool of hours and they are scheduled based on shift availability/performance/seniority.  They will most likely not work the same scheduled hrs. each day.

  • Schedules are usually posted one week in advance and are released on Monday of the preceding week - If there are any scheduling restrictions, we need to know those ahead of time before we meet with them. 


    Weekend Hours:

  • Associate will be placed in a weekend rotation that could potentially include both Saturday and Sunday on a rotating basis.

  • The opportunity to work both Saturday and Sunday consistently is available if preferred.


    General Function:

    Responsible for providing technical support in a timely, consistent, and courteous manner to all Resolution Center customers in the operation of their computer systems for approved applications. Provide assistance in resolving most problems of hardware and supported applications, and explaining these resolutions in a clear, concise manner.


    Major Duties and Responsibilities:

  • Responsible for providing technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of supported systems for approved applications.

  • Responsible for diagnosing/resolving problems through both questioning techniques and through the use of remote diagnostics."

  • Assists by giving correct resolutions in a clear, concise and courteous manner.

  • Interprets error messages from system software or application programs; initiates required actions.

  • Places necessary service calls and follows through to completion with both service contractor and Support Center Customer.

  • Escalation of unresolved calls to second level support (both internal and external) and follows through to completion

  • Job Requirements

    Quality Assurance:

    • Assist with proofing documentation/procedures relating to supported systems.

    • Software Updates: Responsible for coordinating the installation of new software releases from the

    • Beta Test phase through implementation.


    Administrative Responsibilities:

    • Development of procedures for Support Center

    • Record all communication relating to associates: questions/problems into call tracking.

    • Proofing and testing of procedures prior to implementation.

    • Programming of diskettes for tax changes, bank account updates and defective diskettes

    • Assist in training users in the operation of the supported systems

    • Flexibility to work varied schedules, including evenings and weekends and to carry emergency paging devises as scheduled.


    Skills & Qualifications:

    • Excellent written & oral communication skills

    • Problem resolution - Able to troubleshot computer software/hardware issues over the phone

    • Superior organizational skills with a strong attention to detail

    • Pleasant phone manners

    • Computer hardware and software knowledge

    • Strong Customer Service orientation.