Help Desk Customer Service Agent - Lancesoft : Job Details

Job Description:

• Excellent customer service skills with the ability to effectively communicate via phone to diagnose problems remotely in a help desk support capacity.
• At least one year of call center experience.
• High School diploma or Equivalent.
• Customer-oriented: A desire to serve both external and internal clients by focusing effort on meeting the client's needs, understanding their concerns, and seeking to build trust.
• Communication: The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• Problem-solving: The ability of the individual to recognize courses of action that can be taken to handle problems or potential problems and apply research skills or learned knowledge to solve those problems.
• Adaptability: How an individual can fit into a changing working environment.
• Initiative: The ability of the individual to act and take steps to solve or settle an issue.

Preferred Qualifications/Skills:

• Experience using Genesys, Sharepoint, MS Office, Outlook.
• Experience in a Help Desk/Customer Support environment.

Additional Requirements:

• In this role you will be the first line of contact for all customers and will be tasked with solving a variety of client issues with rapid resolution.
• Following the successful completion of onboarding, you will work independently to receive inbound calls and resolve the issue or escalate it as appropriate.
• Document calls from initial contact to resolution.

• As a Women, Infants and Children program (WIC) Helpdesk customer support agent, you will strengthen client relationships by working one-on-one with customers via phone, guiding them through troubleshooting their technical issues with WIC Management Information Systems.
• Receive, prioritize, and manage incoming communications during your shift.
• Consistently demonstrate a positive, empathetic, and professional demeanor when interacting with customers.
• Collaborate with internal teams to escalate and resolve complex issues, ensuring timely and effective solutions.
• Keep thorough records of customer interactions and issue resolutions using Genesys and Sharepoint.

Employee Benefits: At LanceSoft, full-time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits. (To be bought)

• Four options of Medical Insurance
• Dental and Vision Insurance
• 401k Contributions
• Critical Illness Insurance
• Voluntary Permanent Life Insurance
• Accident Insurance
• Other Employee Perks

About LanceSoftLanceSoft is rated as one of the largest staffing firms in the US by SIA. Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch. EEO EmployerLanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.