Help Desk Technician
Pomeroy
Plano, TXFresher1h agovia LinkedIn
About the Role
Under direct supervision, responds to basic customer inquiries and requests.
Day-to-Day Duties
- Training schedule: 6am - 4pm CST
- Handle application issues – delete/reinstall then escalate
- Perform password resets for FCR
- Support MS Office suite
- Perform basic troubleshooting
- Route issues to Tier II
Essential Job Functions
- Answer telephones and respond to basic customer questions using established methods provided in training.
- Forward calls to the appropriate personnel.
- Record call information on account history record with inquiry results.
- Initiate required confirmation.
- Process customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication under direct supervision.
Requirements & Tech Stack
- Help desk software
Qualifications
- High school diploma or G.E.D.
- Zero or more years of customer service or other telephone experience
- Experience working with organizational functions and personnel
- Experience working with fax machines, computer software, and telephone technology
- Basic business and analytical problem-solving skills
- Basic communication skills
- Ability to follow oral and written directions
Work Environment: Office environment. May require shift work.