Customer Support Associate managing customer inquiries for Monmouth Cards via multiple channels. Ensuring smooth support experience with a focus on inventory and order management.
About the role
- Service Desk Support Specialist ensuring proper computer operation for end users. Role involves fielding help requests, troubleshooting issues, and documenting solutions.
Responsibilities
- Follow all security guidelines and comply with all components of our privacy and security policies.
- Field incoming help requests from end users via telephone, e-mail or help desk portal in a courteous manner.
- Document all pertinent end user identification information, including name, department, contract information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems.
- Handle escalated problems from less experienced staff.
- Resolve all routine and most non-routine problems, escalating only most serious issues to the senior technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Ability to effectively and accurately convey information to others.
- Performs related duties as assigned by management.
Requirements
- Associates degree or related job experience.
- 2-4 related work experience required.
- Experience with desktop and server operating systems.
- Experience working in a team-oriented, collaborative environment.
Benefits
- Medical, dental, and vision insurance
- Health Savings Account with employer contribution
- 401(k) Retirement plan with employer match
- Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
- Adoption Assistance
- Tuition & Certification reimbursement
- Employee Mortgage Loan Program
- The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
- 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
- Matching Gifts Program - dollar-for-dollar up to $1,000
- Access to grants, nonprofit resources, and volunteer opportunities
- More than $6,000,000 donated since 2020
- 1 in 5 employees participates in at least one Employee Resource Group (ERG)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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