About the role

Helpdesk Agent providing IT support for customers at Momentum Financial Services. Handling calls and chats, resolving issues, and maintaining service level agreements.

Responsibilities

Providing high levels of support for customers.
Establishing procedures to ensure that all customer issues are addressed accurately and consistently.
Taking ownership of high priority incidents and escalation.
Answering questions and/or providing directions related to products and services.
Planning and scheduling time with all areas of IT support to meet service level agreements.
Managing call and chat queues to prioritize incoming issues based on business priorities.
Coordinating with other departments within the organization to resolve customer issues.
Escalation of critical issues to Application Support teams & Development teams when needed.
Documentation of all reported issues and activities in the provided ITSM system.
Maintaining record of all customer chats, calls, complaints, and resolutions for future reference in knowledge-based articles.
Provide regular updates to the Helpdesk Managers.
Work collaboratively with IT teams and cross functional business partners, to take advantage of best practice frameworks, methodologies, and service delivery collateral across the organization.
Serve as a point of contact for escalated tickets.
Establish trustful relationships with internal and external stakeholders by building collaborative two-way dialogue to ensure strategic alignment and execution against goals and targets.
Identify opportunities to improve the effectiveness of the team through new working practices or through collaboration and preferred 3rd party vendor partnerships.

Associate degree or bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar education or work experience.
ITIL certification or other relevant industry certifications.
Minimum of 3 years working experience within a helpdesk call center or IT Service Delivery arena.
Experience with customer facing IT systems with complex back-office system integrations.
Broad knowledge in all areas of IT Operations (Networking, telecom, infrastructure, security, desktop support)
Building and managing key relationships with internal and external business partners.
Ability to demonstrate resilience and pragmatism in the face of a challenging and continually changing environment.
Functional knowledge of financial instruments and language such as Installment Loans, Payday Loans, Checks, and industry domains such as loans, underwriting, collections, call center, Fraud, etc.