[Remote] Tier I Help Desk- Temporary

Note: The job is a remote job and is open to candidates in USA. Cherokee Federal is a provider of support, services, and solutions to federal and commercial customers. They are seeking a Tier I Help Desk Agent to provide technical support to end users via phone, live chat, and email, ensuring customer satisfaction and effective problem resolution.

Responsibilities

• Customer service-oriented, Help desk support agent to provide technical support to users in an efficient, accurate and professional manner
• Customer front line contact expected to solve basic technical problems and provide support for all assigned areas
• The goal is to ensure the customer value is maintained to the standards set forth by the company and customer
• Provide first level contact and convey resolutions to Federal and Industry users’ issues via phone, chat and email
• Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports)
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Walk customers through problem solving process
• Assists the customer base in troubleshooting and configuration of Internet browser settings
• 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 of incident tickets
• Preserve and grow your knowledge of help desk procedures, products and services
• Performs other job-related duties as assigned

Skills

• US Citizen
• Active Public Trust or the ability to obtain a Public Trust
• Minimum of a High school diploma or equivalent is required
• Possess excellent grammar and writing skills in English, required
• Ability to speak professionally in the English, required
• Ability to see, hear, read, and write
• Ability to multitask in a high-volume Help Desk/Contact center environment
• Ability to assess, mitigate complex issues utilizing sound judgment and compassion
• Reliable Internet service and a dedicated work area without any distractions or noise
• Must pass pre-employment qualifications of Cherokee Federal
• One (1) year of experience in call center or help desk environment is preferred
• One (1) year of customer service experience is preferred
• Working knowledge of Windows 10 and computer basics
• Working Knowledge of MS Edge, Mozilla Firefox, Google Chrome (understands Configuration Settings, how to access/update settings)
• Basic knowledge of Microsoft Office products (IE: Outlook, Excel, Word, MS TEAMS)
• Basic knowledge of computer file structure and utilization of various computer tools (IE: snipping tool, basic commands)
• Familiarity with CRM or ITSM tools (incident ticket logging and tracking software)
• Ability to learn and retain complex information, preferred

Company Overview