(800) 774-8036

Help Desk Support Coordinator

Lake Buena Vista, FL
Date Added: October 12, 2021
Software Resources has an immediate job opportunity for a Help Desk Support Coordinator with a major corporation in Lake Buena Vista, FL. 

Position is Remote, but must be local to Orlando.

Candidates are required to be fully vaccinated against COVID-19. Reasonable accommodations will be considered.

We are seeking a detail-oriented, thorough, and organized help desk employee to join our growing team. In this position, you will be responsible for providing technical assistance and support to clients with RIM related questions. You will also respond to queries by using and creating standardized responses.
• Monitor and respond quickly and effectively to requests received through the RIM shared email mailbox
• Respond to customer questions by phone, email, text messaging (Teams/Slack), or video conference call
• Create step-by-step training material with screenshots for clients' use
• Provide support for incoming concerns and issues related to implementing RIM
• Document internal procedures
• Report metrics on numbers of calls, questions monthly
• Ask educated questions and listen to customers to determine root cause of issues, report trends
• Work through the problem-solving process with customers, empowering them to do the same in the future
• Report significant and recurring issues to the tier-2 support team
• Triage support or questions to tier-2 support team
• Escalate responses as needed
• Working with leadership develop comprehensive library of standardized responses
• Collect feedback to determine patterns and issues, develop FAQs, report to leadership to resolve problems/issues before they become widespread

* Commitment to Safety We are taking a responsible approach to creating environments that allow us to do what we do best – entertain and inform millions around the world. As part of our commitment to health and safety, COVID-19 vaccines are required for U.S. salaried and hourly non-union employees, as well as all Staff Augmentation/Agency Temporary workers placed on an assignment at a U.S. location.

Basic Qualifications:
• 3-5 years proven experience as a Help Desk Technician or other customer service role
• Ability to diagnose and resolve basic issues
• Excellent communication skills
• People person, customer oriented.
• Keen attention to detail, memory of patterns, and interest in problem-solving
• Experience in using online Helpdesk/CRM Systems (ex: Zendesk, Freshdesk, ServiceNow etc.) highly desired

Preferred Qualifications:
Bilingual – Spanish strongly preferred
Someone that has managed a help desk

Required Education:
High School or GED and Associate Degree (or equiv)

Don't delay. Join the Software Resources team today!
Software Resources specializes in connecting talented IT professionals with challenging job opportunities that transform jobs into careers.
To meet our clients hiring needs, we continuously source talented IT Professionals with all levels of expertise and in all disciplines. We offer world class major medical, dental and vision benefits, 401(k) with match, short term disability, Life Insurance and AD&D. You, our future employees, can make a tremendous difference to our company and our clients. Please apply to this job and experience the Software Resources difference. You can view all of our jobs at https://www.softwareresources.com/careers/
Company Overview
Software Resources is a national staffing and recruitment firm delivering the best candidates to our clients and the best jobs to our candidates since 1992.
We are a certified woman owned business in business to place contract, contract-to-hire, and direct-hire talent in Technology (IT, creative, marketing), finance, accounting, and executive-level positions. We serve many vertical markets including Entertainment/Media, Cruise Industry/Leisure travel, Hospitality, Government, Personal Care, Professional Services, Energy/Utilities, Security, and Financial Services.
Headquartered in Lake Mary, FL in the Orlando metro area, we have branches and sales professionals across the US. Wherever you're located and whatever the need, count on Software Resources to provide exceptional candidates who are fully vetted and ready to go. Call (800) 774-8036 or visit us online at https://www.softwareresources.com/ and leave the recruiting to us!

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