Previous Job
Previous
Application Help Desk Rep I
Ref No.: 18-24627
Location: Near Downtown Houston, Texas
GENERAL ACCOUNTABILITIES
Provides first line support to end users of enterprise applications as primary phone support for APPLICATION Help Desk. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service and chat mediums of communication. Ensures all calls received by the APPLICATION Help Desk are properly handled and escalates issues, as needed, to the appropriate APPLICATION Help Desk 2 Team. May address assigned responsibilities outside of phone support as required to meet the overall objectives of the APPLICATION Help Desk.
SPECIFIC RESPONSIBILITIES
100% APPLICATION Customer Support
  • Acts as a customer service representative for the APPLICATION Operations Support department; provides phone-based support a minimum of 90% of the time.
  • Provides problem resolution support for all APPLICATION related hardware and APPLICATION, Carepoint 2.0 application issues that have been received by the APPLICATION Help Desk.
  • Researches and troubleshoots all calls; follows the APPLICATION Escalation process to escalate calls that cannot be resolved at point of contact to the designated APPLICATION Help Desk 2 Team. Tracks problem/issue through to resolution.
  • Logs 100% of all calls received into call tracking application and maintains records of all caller interactions; achieves 70-80% first call resolution.
  • Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
  • Shares critical information with peers to aid in the development of other team member's skills.
  • Utilizes the available training materials to educate callers. Broadens knowledge of APPLICATION, including new enhancements and features, in order to perform duties efficiently.
  • Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.

Core / Critical Competencies
Promote Innovation
  • Comes up with new ways to look at problems and processes in their work
Achieve Results
  • Works productively with minimal supervision; achieves work objectives in a timely manner
  • Works to resolve routine problems promptly and effectively

Display Adaptability
  • Is open to new and different ways to accomplish work
  • Responds positively and productively to new initiatives or changes in priorities
Communicate Effectively
  • Conveys facts and information clearly in written and spoken communications
  • Shares viewpoints and information openly and listens attentively to others' ideas and suggestions
  • Communicates in a timely and effective manner with manager
Collaborate with Others
  • Proactively contributes to group objectives; volunteers to help others as needed
  • Welcomes ideas and input from others
Build Productive Relationships (Internal / External)
  • Relates to others in open and helpful manner; consistently treat others with respect
  • Maintains composure in challenging situations

EDUCATION/EXPERIENCE/MINIMUM Requirements

Education:
  • Two (2) year degree or technical program.

Experience:
  • Two (2) years' experience in technical and operational support for customers in the use of computer hardware and applications via telephone.

Knowledge, Skills & Abilities:
  • Strong customer service skills required; able to problem-solve and diagnose complex tasks.
  • Working knowledge of Microsoft Windows operating systems.
  • Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
  • Funeral industry experience desirable.
  • Excellent verbal and written communication skills.
  • Demonstrated technical aptitude.
  • Must be detail oriented.
  • Excellent interpersonal skills and comfortable working with people at all levels of the organization.
  • Well organized, with the ability to handle multiple tasks simultaneously.
  • Must be able to learn new hardware and application technology quickly.
  • Must be able to work independently, with minimum direct supervision.
  • Must be able to work within the defined procedures and within the schedule provided
  • Good coaching and leadership skills.

Work Conditions
Work Environment
  • Work indoors during all seasons and weather conditions
  • Professional Dress is required.
Work Postures
  • Sitting continuously for many hours per day, up to 6 hours per day
  • Climbing stairs to access buildings frequently
Physical Demands
  • Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours
  • Working beyond "standard” hours as the need arises including shift work and weekends on a rotated basis