Job Description

Position Overview

In this role, you will provide supervised support for Help Desk tickets submitted by employees and vendors. You will be responsible for updating tickets daily with thorough documentation, ensuring timely and satisfactory resolution before closure. Additionally, you will educate users on policies and procedures, and perform other tasks as assigned by your supervisor.

Key Responsibilities

• Perform routine administrative and transactional tasks under the direction of a supervisor.
• Serve as backup to front-line customer service representatives, offering support to employees and managers by identifying, analyzing, and resolving issues.
• Use customer service technologies—including telephony systems and case management tools—to document and address inquiries, and escalate issues when appropriate.
• Guide employees on organizational policies, tools, and procedures to help them navigate inquiries more independently.
• Handle all transactions and employee interactions in compliance with data privacy requirements, ensuring confidentiality of sensitive information.
• Maintain compliance with internal processes and all applicable federal, state, and local laws and regulations.
• Leverage a knowledge base to respond to questions, troubleshoot issues, and process requests accurately.

Must Have Qualifications:

• High school diploma or GED
• U.S. citizenship required due to the nature of the work

Required Skills:

• Minimum of 1 year of experience in a customer service or support role
• Proficient in Microsoft Office 365, especially Excel, Word, and Outlook
• Strong ability to multitask, and to perform in a fast-paced team environment

Preferred Skills:

• Experience using ServiceNow or a similar ticketing system
• Exceptional attention to detail and organizational skills

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