Helpdesk Technician

Elmhurst, IL

Job Description

We are looking for a customer service-oriented help-desk technician to provide support to users in an efficient and accurate manner. You will be considered the firm’s front-liner, and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company. You will be performing actions with all major cellular carriers (Verizon, AT&T, T-Mobile, etc), utilizing a combination of internal and external systems to perform customer service, order placing and technical support.

Responsibilities

• Provide first-level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through the problem-solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of help-desk procedures, products and services

Skills

• Proven working experience in providing help-desk support
• Proficiency in English
• Working knowledge of ticketing systems and documentation
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Wireless carrier experience is a major plus

Requirements

• Customer service and technical support experience
• Associate degree

Compensation

• $15-$18 per hour
• Medical, dental and vision insurance
• 401(k), SIMPLE IRA
• PTO and holidays