Help Desk Technician

Summary

Join our team as a Telephony Analyst and Billing Data Entry Clerk, where you'll diagnose technical and billing issues, work independently, and provide excellent customer service.

Requirements

• Proficiency in service management tools such as BMC Remedy, MS Outlook, SharePoint and Changepoint are also required
• Familiar with standard concepts, practices, and procedures within a particular field
• Ability to function independently by following establishing policies, procedures and practices when handling questions, problems and challenges presented by customers
• Ability to flexibly manage work flow operations to meet or exceed SLOs and customer needs and expectations
• Ability to make decisions independently and to communicate effectively to peers and management

Responsibilities

• Identifies, researches, and resolves Telephony Billing Issues
• Responds to telephone calls, email and personnel requests for support
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Answers questions or resolves telephony problems for clients in person, via telephone or from remote location
• May provide assistance concerning the use of telephony hardware and software, including ordering and installation

Benefits

Ability to work in a team environment