Help Desk Agent

The Help Desk Agent provides customer service solutions within service level agreements using the company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication. Key responsibilities include receiving customer inquiries, fulfilling requests, and providing high-quality customer service in a professional, efficient, and timely manner. The agent operates within established guidelines, matches customer needs with products/services, and identifies, resolves, or escalates issues using a work management tool. The agent will use judgment to anticipate customer service needs, resolves routine issues, and takes action accordingly, consistently providing high-level quality service. Manage continuous improvement through ongoing collection of data and information regarding customer requirements. Understands and responds to others using active listening skills and tactful communication. Ability to perform first-line troubleshooting for customers. Ability to resolve issues following the parameters and guidelines of the client.