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Helpdesk Support Specialist
Ref No.: 18-00013
Location: Wappingers Falls, New York
Position Type:Direct Placement
Start Date: 01/23/2018
Position Title: Helpdesk Support Specialist  - Department & Cost Center: Programs Svc Sppt –
Reports to:  HelpDesk Support Supervisor   Location: Wappingers Falls     APPLY ABOVE
Position Overview.
  • What would you tell someone if asked "What do you do”? – write one or two sentence description or bullet points to describe what the role encompasses.
  • Use easy to understand language and terminology and be as specific as possible.  
  • Provide Technical assistance and support for all SimManager Express Products Implementation and Coordination of RQI and In-House Products.
  • Ensure overall customer satisfaction and quality of service.  
Position Holder is Accountable For:
  • Accountability is the key areas: projects, implementations or applications that the individual is solely accountable for or has the primary decision-making authority.  Accountabilities may not be applicable for all roles.
  • Coordinating and implementing solutions for customers
  • Project Management of Implementations for RQI and In-House Administration teams
  • Support for RQI and In-House Teams  
*These activities may represent approximately 80% of the time spent on the job. 
  • Answer phone calls and emails from customers including internal and external field personnel Create and Maintain service tickets for all customer interactions, through to closure.
  • Collaborate and discuss solutions internally and outside the department to coordinate most effective solution.
  • SW testing as required for all products Customer Feedback reporting and escalation
  • Providing exemplary customer service to all Identify emerging all issues for products; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.
  • Work with In-house Customer service team to ensure collaboration on escalations and solutions delivery.
  • RQI communication management and coordination with customers and RQI sales team
  • Technical support of HLC platform
  • Strong computer troubleshooting
  • Proficiency with Excel and Import File Configuration Process RMA's in QAD
  • Work efficiently and collaboratively in a team environment    
  • Some Travel Required  
  • Project Management Experience Customer Service and support background for SAS
  • Effective communication skills, both written and verbal
  • Ability to multi-task and switch gears easily Basic troubleshooting skills for PC's 
*Knapp Consultants is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status. EEO is the Law

About Knapp:
Knapp Consultants Inc., established in 1985, is a leading national recruitment firm headquartered in Rock Tavern, New York with a branch office in Virginia. The firm has an established presence in several major markets throughout the United States as well as specific global markets. 
Our commitment to integrity and quality has earned Knapp a distinguished reputation.  Knapp holds a New York State license, a rigorous and voluntary program. 
Our extensive industry associations give us insight to a broad range of industries and services, enabling our recruiters to best meet your  recruiting needs.
The vision of Knapp Consultants, a Human Resources Company, is to offer superior recruitment, and contract staffing, and Human Resources services to meet the ever-changing needs of our clients.