Customer Service Representative (Help Desk)

NOTE: Applicants must be available to work flexible shifts between the hours of 7AM - 5PM Monday through Saturday and have a minimum of 1-2 years of experience in a call center environment.

This person serves as the primary escalation point for all end-user calls and will assist in resolving basic computer software/hardware problems, customer enrollment, order processing, and billing issues. This individual must be able to adjust priorities and manage time wisely in a fast-paced environment, including the ability to provide outstanding customer service.
Receives telephone calls from users having problems with State Vehicle inspection computer software and/or hardware.
Talks to users to learn procedures followed and source of error.
Answers questions.
Asks users to participate in diagnosis procedures.
Determines whether problem is caused by software or hardware such as computer, modem, printer, cables, or telephone.
Talks with co-workers to research problems and find solutions.
Dispatches software and hardware problems to appropriate support resources to request service regarding defective products.
Records all calls into a HEAT ticketing system for tracking of problems and resolutions.
Handles billing questions, disputes and resolution.
Answers main Company telephone line and messaging.
Assists with various clerical and office support for functions as needed.
Projects Company image of competence, quality and concern for customer needs.
Performs other duties as directed
At all times, comply with SGS Code of Integrity and Professional Conduct.