Help Desk - Aptask : Job Details

Executive Summary:The Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Chat Agent is focused on achieving high levels of first call resolution and identifying opportunities to streamline/automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service.Expectation of Role:•Customer Service Skills:o Demonstrate active listening in order to gain an accurate understanding of the situationo Being empathetic to the customer's situation while also showcasing advocacy and ownership of seeking resolutiono Acknowledging the sense of urgency for resolving the issueo Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding•Communicate effectively:o Producing accurate detailed documentation consumable by end users, level two support, and problem managemento Maintain professionalism and netiquette to ensure messages are received as intendedo Respond timely via the chat platform to prevent delay or frustrationo Clearly document actions taken in ticketing record for tracking and data analytics•Technical Proficiency:o Leverage the chat tooling and ticketing platform effectivelyo Provide high quality end-user technical support, related to enterprise software and hardwareo Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components•Culture Carrier:o Demonstrate the ability to collaborate with otherso Display a safe and positive attitudeo Adhere to policies and procedures and act in the best interest of the overall firmQualifications:•Excellent customer service skills required•Excellent communication skills required•Problem solving skills•Self Motivated•Two to five years of chat experience•Two to five years of proven, qualified related work experience in a comparable complex and fast paced work environment•Preferred work experience in technical support role but not requiredRequired Education:•High school diploma or GED with relevant work experience