Job Summary:

The Help Desk Agent is responsible for providing Help Desk support to customers. The focus is on delivering an excellent customer service experience including:

• Be a Trusted advisor.
• Listen & understand our client’s needs.
• Solve client problems using knowledge & expertise.
• Go the extra mile when needed.
• Finish the job – resolve the issues reported by the customers.

Duties and Responsibilities:

• Answering phones / chats from customers professionally and responding to customer inquiries
• Provide support to the customers who may call, e-mail, and or send a Chat to our IT, EOC, and OT Helpdesks.
• Engaging language translation services as needed, nine languages using a third-party tool.
• Logging calls into Customer Relationship Manager (CRM) IT Service Management (ITSM) tool
• Research information using available resources like knowledge base, workflows, defined scripts.
• Identifying customer problem and following the script to provide resolution.
• Obtaining and evaluating all relevant data to handle inquiries.
• Recording details of comments, inquiries, and actions taken
• Escalate priority issues to the team leaders for a successful resolution.
• Routing created tickets to the appropriate L2/ L3/ L4 teams for resolution.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Must work as per quality parameters defined for the calls and tickets.

About You

• You care about customer service and take pride in your work
• An attentive listener, patient and empathetic
• You use positive language, stay calm in surprise situations
• Able to maintain customer confidentiality.
• Attention to detail & time management skills

Essential Knowledge & Experience:

• Excellent written, verbal, and oral communication skills coupled with a customer service orientation.
• Showing that you are self-motivated with a willingness to take on the challenge of solving client’s problems.
• Work cooperatively within the team, exchange information, and assist other team members in achieving team objectives and work outcomes.
• Microsoft tools experience, word, xls, ppt.

We will provide the below listed on-the-job training.

• Call management skills
• Help desk tools training
• CRM/ITSM tools
• Contact Centre Tools
• IT issues management training

Salary Range: $17-22/hr. depending on experience/interview feedback

Location: Manhattan

How to Apply:

Please email a resume to genesis.ovalle@nycha.nyc.gov with the job title IT Help Desk Analyst (GO) in the subject line to apply! Priority given to qualified NYCHA residents based on HUD guidelines.