Technical Support Help Desk Job at CornerStone Technology Talent Services, Fort Worth, TX

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  • CornerStone Technology Talent Services
  • Fort Worth, TX

Job Description

Cornerstone TTS is seeking a Technical Support Desk Associate for a long-term, full-time remote opportunity. As part of our client's team, you will provide second-level support for software and hardware, ordering, handheld devices, and enabling and activating credentials. This role entails delivering first-line customer service phone support, promptly responding to and resolving each issue or complaint to the customers' satisfaction.

Key Responsibilities :

  • Provide technical resolutions including identifying, researching, and resolving technical problems via telephone calls, chat support, email, and personnel requests.
  • Accurately document, track, and monitor reported problems/issues to ensure timely resolution via Salesforce.
  • Escalate important or recurring issues impacting Service Levels to department Business Analysts and Team Leads.
  • Work in various inbound call queues as assigned by Workforce Management.
  • Work independently and consistently meet department Key Performance Indicators (KPIs) including Call Quality, Service Levels, Issue resolutions, Schedule Adherence, and Attendance.
  • Participate in special projects and other duties as assigned.

Minimum Qualifications :

  • 2+ years' experience working in a Help Desk call center environment.
  • Technical degree or technical certification/certificate.
  • Experience in remote desktop troubleshooting.
  • Experience in technical support, customer service, and software or mobile device support.
  • Strong customer service and troubleshooting skills.
  • Ability to communicate technical information verbally to a wide range of end-users.
  • Strong attention to detail, with a focus on rapport-building, listening, and questioning.
  • Ability to communicate technical information to both technical and non-technical audiences.
  • Good written and oral communication skills.
  • Working knowledge of MS Word, Excel, Outlook, and PowerPoint.
  • Experience using Salesforce and/or knowledge of creating help desk tickets.

Job Tags

Full time, Remote work,

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