Level 1 IT helpdesk Support - Part Time
Level 1 IT Helpdesk Support - IT Service Desk Agent Level 1 - Part time remote. Each Webhelper brings a different energy, passion, and a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to join our collaborative team of game-changers today. #wearewebhelp EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. Summary of Tasks 1. Extract and analyze SD data to identify chatbot automation possibilities. 2. Knowledge transformation – during initial implementation, identify knowledge content and rework it for chatbot use cases, and then ongoing for new use cases. 3. Ongoing continuous improvement tasks to maintain chatbot knowledge base via all these daily, weekly, and monthly cyclical tasks: · Daily - Fix unanswered/unresolved voices (map unanswered utterances to intents/create new intents as needed, add appropriate/tuned phrases) · Weekly - Check feedback and address as necessary, check suggestions from agents, address Language Translation tool changes where appropriate · Monthly Tasks - Talk to the customer, talk to the account team – find out what is upcoming and plan to assist. Listen to the customers’ requests for content and for fixes) 4. Expanding chatbot knowledge base 5. Ongoing content management 6. Being POC for anything chatbot/chats related within the account 7. Keeping customer involved, reacting on feedbacks, and implementing changes in the BOT accordingly. 8. Liaise with the Global AVA Team where there are customer custom development requests or technical issues with the tool Skills: Customer Service ITSM processes Continuous Improvement Methodology Analytical Skills Fluent English (both written, and verbal) Quick Learner Pro-active approach, a self-starter Excellent Interpersonal Skills · Accept inbound requests via phone, chat, email and ticket queues · Record and process incidents and service requests according to process specifications · Communicate with users to understand issues and provide solutions · Document and resolve incidents according to process specifications · Forward incidents which cannot be resolved to downstream support groups according to process specifications · Initiate escalations according to process specifications · Work collaboratively supporting team via Skype/Lync · Assist with training and supporting fellow agents · Average expected time on task between 4 to 12 minutes · Expected resolution rate between 50% - 80% Summary of Responsibilities Experience & Skills: · Basic understanding of computer technology and IT support · Experience in customer service ideally gained in a customer facing environment · English proficiency in both verbal & written form · Must be culturally sensitive; appreciate cultural differences Basic knowledge of computer technology: · Windows Client · Microsoft Outlook · Microsoft Office (Word, Excel, PowerPoint) · Diverse browser support experience (Internet Explorer, Chrome, & Firefox) · PC hardware · Basic understanding of networks Soft Skills Profile: · Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility · Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn · Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management · Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures · Ability to work well under pressure, set priorities and comfortable making quick decisions