Technical Helpdesk Specialist

The Technical Helpdesk Specialist provides effective technical support for client help requests, resolving issues directly or escalating when needed to meet process SLAs. The role also emphasizes accurate documentation, customer service quality, and ongoing capability building through product training and self-learning.

Key Responsibilities

• Support the process by managing transactions according to required quality standards.
• Handle all incoming help requests from clients via telephone and/or email in a courteous manner.
• Document relevant end user information, including name, department, contact details, and the nature of the problem or issue.
• Maintain accurate availability status in the RAVE system to support process productivity.
• Record, track, and document all queries received, the problem-solving steps taken, and the outcome of resolutions (successful and unsuccessful).
• Follow standard processes and procedures to resolve client queries.
• Resolve client queries in accordance with the SLAs defined in the contract.
• Use and maintain internal knowledge bases, resources, and frequently asked questions to support effective problem resolution.
• Learn and apply appropriate product details to facilitate improved client interactions and troubleshooting.
• Document and analyze call logs to identify common trends and help prevent future problems.
• Maintain and update customer self-help documents to improve time-to-resolution.
• Identify red flags and escalate serious issues to the Team leader in cases of untimely resolution.
• Ensure product information and required disclosures are provided to clients before and after call or email interactions.
• Comply with service agreements to avoid legal challenges.
• Deliver excellent customer service through diagnosis and troubleshooting.
• Provide step-by-step guidance during question diagnosis to help users complete solutions.
• Assist clients with navigating product menus and understanding product features.
• Troubleshoot queries in a user-friendly, courteous, and professional manner.
• Maintain logs and records of customer queries per established procedures and guidelines.
• Accurately process and record incoming calls and emails using the designated tracking software.
• Where appropriate, offer alternative solutions with the objective of retaining customers and sustaining the client business.
• Organize information and communicate oral messages clearly and appropriately to the audience and situation.
• Conduct follow-ups and make scheduled call backs to record feedback and support compliance to contract SLAs.
• Build capability to support operational excellence and maintain superior customer service levels for the existing account/client.
• Complete product trainings to remain current with features, changes, and updates.
• Enroll in product-specific and additional trainings based on client requirements and recommendations.
• Partner with team leaders to brainstorm training themes and identify learning needs.
• Update job knowledge through self-learning opportunities and maintaining personal networks.
• Maintain performance measures including cases resolved per day, process and quality compliance, meeting SLA targets, Pulse score, and customer feedback.
• Support operational metrics such as productivity, efficiency, absenteeism, training hours, and the number of technical trainings completed.

Technologies

• RAVE system
• Designated tracking software

Location and Schedule Context

Jefferson City, MO (onsite)

Compensation

USD 20 - 25 per hour

Benefits

• Full range of medical and dental benefits options
• Disability insurance
• Paid time off (inclusive of sick leave)
• Other paid and unpaid leave options