We are looking for a Help Desk Specialist with proven STRONG CUSTOMER SERVICE SKILLS. THIS POSITION IS MORE ABOUT CUSTOMER SERVICE THAN TECHNICAL HELP DESK WORK.
Complete Description:
The eLicensing Help Desk Specialist will be responsible for assisting customers of the HPL eLicensing platform. The specialist will guide customers through proper use of the system, help in troubleshooting and resolving issues, and tracking help desk requests. The specialist will staff a help desk phone and respond to HPL licensing help desk email requests. The specialist will also assist with testing the system updates and update procedure documentation as needed.
Minimum Requirements:
1. Extremely strong customer service skills. Required, 36 Months
2. Provide help desk customer technical support to assist licensees using eGov to apply for/renew licenses. Required.
3. Determine appropriate response to error conditions. Required.
4. Consult with users and technical personnel to identify and resolve problems. Required, 36 Months
5. Simulate and troubleshoot user problems. Required, 36 Months
6. Track phone calls and helpdesk inquiries. Required.
7. Stay well informed of all changes in systems and procedures to be able to inform and train Local Program staff on the changes. Required.
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