About this role
The CONTRACT Helpdesk Coordinator handles incoming emails, and helpdesk tickets from customer associates regarding desktops; laptops; mobile devices, etc. on issues and support. This role documents and provides resolutions in a timely manner to maintain customer satisfaction.
THIS IS A CONTRACT ROLE ESTIMATED TO LAST 3-6 MONTHS.
Responsibilities
• Support for system updates.
• Device new order status.
• Ticket management on behalf of end users.
• Ensure all open issues and requests are resolved in the time frame designated for each client and maintain progress and resolutions in the system.
• Ability to make outbound calls to verify information or questions when needed.
• Support the internal team to work exception tickets with mobility vendors.
• Generating Return Shipping Labels as needed.
• Working within multiple customer/internal platforms.
Qualifications
• Organized, detail-oriented and able to handle multiple tasks simultaneously.
• Excellent oral and written communication skills to maximize client responsiveness and develop a working relationship with internal departments.
• Well-developed interpersonal skills to maximize vendor's responsiveness and to develop a cooperative working relationship.
• Excellent problem-solving skills and attention to detail.
• Proficient in Microsoft 365 (Word, Excel, Teams, and Outlook).
• Knowledge of Service Now a plus.
• High school diploma or equivalent mandatory.
• Ability to take and pass a background check.
Performance Requirements
• Must maintain regular and reliable attendance to the satisfaction of management.
• Must be able to operate a computer and other position related technologies.
• Must be customer focused and detail oriented.
• Must be able to work in a fast-paced environment while prioritizing and managing multiple responsibilities.
• Must be able to work flexible hours as needed.
• Must be able to clearly and confidentially communicate with TRG employees, customers, and other stakeholders.
• Must always adhere to all TRG Values at all times
Physical Requirements
• Must be able to remain in a stationary position 75% of the time.
• Must be able to access work locations.
• Must be able to visually read written and digital information.
• Must be able to visually determine the accuracy, neatness, and thoroughness of work assigned and/or to make general observations of facilities or structures.
• Must be able to receive detailed information through oral communication.