Help Desk

Hours- May vary
Description: Our Help Desk Support serves as a primary point of contact and is responsible for providing technical support for all services and maintaining a positive impression of the company for residential customers. Consistently provides an excellent level of customer service and projects a professional image through customer interaction both internally and externally. Ensures customer satisfaction and loyalty by consulting, assisting, and resolving a wide variety of requests, inquiries and issues. Responsible for promoting products, receiving and processing customer account payments, and receiving and processing service orders.
The purpose of our position is to assist customers with service issues, PC repair, and all customer service and sales responsibilities. The assistance this position delivers ranges from billing and account questions to service trouble and changes in services. The Helpdesk is also responsible for performing tasks that help manage customer accounts, promoting services offered by the company, and providing technical support for services both internally and externally.
Essential Job Functions:
•Ensures that each customer receives outstanding service by providing a friendly environment, a willingness to listen to customer needs, and solid product knowledge. Handles customer inquiries and complaints in a proficient and timely manner.
•Provides customer service by assisting customers with new service requests, billing inquires, repair issues, and account changes.
•Sets up telecom or CATV accounts for customers.
•Diagnosis and repair computers brought in by Internet customers, external clients, and co-workers.
•Logs all calls received from customers.
•Checks the helpdesk voicemail daily and returns calls.
•Checks and responds to support emails.
•Participates in afterhours events such as community events.
•Acquires and enrolls new customers through the use of consistent sales techniques, and enabling customers to perceive value in the service.
•Demonstrates adequate product knowledge and possesses ability to troubleshoot service issues for voice, data, and video.
•Able to travel to customer sites, other office locations, and other locations as required.
•Maintains confidentiality and security of all customer information.
•Makes outbound calls for the purpose of sales, follow-up, courtesy, and collection.
•Able to regularly work flexible schedules, including overtime, nights, weekends, and holidays.
•Able to work flexible hours and alternate shifts as needed.
•Provides technical support to customers by answering phone calls, gathering relevant information, and troubleshooting and resolving problems and issues.
•Provides support for dial-up, DSL, cable modem, high-speed Internet, digital phone, and cable customers.
•Responsible for providing support of value added products, such as spam/virus filtering software, accelerator products, etc.
•Updates customer account information as appropriate.
Requirements Knowledge, Skills, and Abilities:
•Knowledge of web technologies, technical languages, browsers, search procedures, search engines, platforms and applications.
•Knowledge of company policies and procedures.
•Knowledge of Basic Ethernet
•Knowledge of DHCP and understanding how it works.
•Knowledge of computer hardware and software; must have knowledge of the following operating systems: Windows 95, 98, 2000, and XP.
•Knowledge of company products and services.
•Skill in operating various equipment including scanners, printers, CD writers, and modems.
•Skill in operating various office equipment such a personal computer, telephone system, copier, and fax machine.
•Skill in problems solving and resolution.
•Skill in oral and written communication.
•Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner.
•Ability to organize and prioritize multiple work assignments.
•Ability to pay close attention to detail.
•Ability to read and interpret technical documents.
•Ability to function as a team player
Education and Experience:
High school diploma or equivalent. A+ certification or equivalent knowledge and experience. One to two years of experience in Internet customer service/support and computer repair also required.


Staffmark is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, citizenship status, disability or veteran status.

Technical support background is REQUIRED. Experience must be verifiable. Specific relevant training & certificates desired. LONG TERM TEMPORARY