Validate the employee asking for a password reset is an employee and provide password reset support via phone or chat and meet or exceed service level agreements for password resets
Record requests, incidents and status information through the use of firm's ticket handling system
Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service
Meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets).
Maintain communications with callers through resolution processes, particularly in difficult customer situations by keeping them informed of the status
Ability to work a flexible schedule, including weekend days, to support 24x7 environment
Utilize and contribute knowledge articles to the knowledge base
Experience in Service Desk Support and Customer Service Support Technical experience in validating employee and resetting passwords
Other areas of support are NOT mandatory for this assignment but may help the consultant advance
Knowledge of MS Office 2013 Product Suite and Office 365
Ability to multitask and function in a fast-paced, high energy environment Ability to quickly learn and retain information by means of written and verbal instruction
Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work
Ability to build productive relationships with peers
SHIFT: Monday - Friday - 3PM - 12AM EST
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.