Customer care / Help Desk Agent-WFH

Monitor and respond to phone calls, voicemails, emails and live chat in a timely manner as assigned by Supervisors and Task Advisors.

Complete project non-disclosure forms, ensure, and adhere to project confidentiality requirements at all times.

Agree and adhere to protocol regarding use of work equipment and resources.

Record all incoming issues using ticket-tracking software on the computer.

Promptly follow up on all assigned Help Desk tickets.

Agents are required to attend all training sessions and any scheduled meetings after training.

Agents are responsible for learning project material in the Help Desk knowledge base and other reference materials.

Must be flexible and willing to help on other tasks as they arise. These tasks are assigned by Help Desk Supervisors and Task Advisors. Examples include but are not limited to: calling schools for follow up, project testing, or assisting with other operational tasks.

Help Desk agents are monitored on voice calls and live chats for quality assurance on a scheduled basis.

Minimum Qualifications:

1. High School Diploma or equivalent.
2. Must be a U.S. Citizen.
3. Must successfully complete a federal government background screening (eQIP).
4. Minimum 1-year customer service or Help Desk/call center experience.
5. Must be able to work a full-time 40-hour schedule according to your assigned shift at the Gaither Road location.
6. Must have a clear, easily understandable speaking voice in English.
7. Minimum typing speed of 30 WPM.
8. Must be able to spell accurately, have good sentence composition skills, and communicate using professional etiquette.
9. Must be able to answer questions in a grammatically correct, non-technical style, concentrating on brief questions and answers.