Help Desk Support

Job tile: Help Desk Support

Duration: 12 months

Location: Jefferson City, MO (Onsite)

Job Description:

• Serve as the first line of contact for all customers, tasked with resolving a variety of client issues quickly and effectively.
• After successful completion of onboarding, you will work independently, receiving inbound calls and either resolving or escalating issues as necessary.
• Document all calls from the initial contact to resolution.
• As a WIC Helpdesk customer support agent, strengthen client relationships by working one-on-one with customers via phone, guiding them through troubleshooting technical issues with WIC Management Information Systems.
• Receive, prioritize, and manage incoming communications during shifts.
• Maintain a positive, empathetic, and professional attitude during customer interactions.
• Collaborate with internal teams to escalate and resolve complex issues, ensuring timely and effective solutions.
• Maintain thorough records of customer interactions and issue resolutions using Genesys and SharePoint.

Role Eligibility:

• Excellent customer service skills with the ability to effectively communicate via phone, diagnosing problems remotely in a help desk support capacity.
• At least one year of call center experience.
• High School diploma or equivalent.
• A desire to serve both external and internal clients by focusing on meeting their needs, understanding their concerns, and seeking to build trust.
• The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
• The individual must recognize courses of action to handle or prevent potential problems, applying research skills or learned knowledge to resolve them.
• Ability to adjust in a dynamic and changing work environment.
• The ability to act and take proactive steps to resolve or settle issues.

Must-Have Requirements:

• Experience using Genesys, SharePoint, MS Office, and Outlook.
• Experience in a Help Desk/Customer Support environment.