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Helpdesk Professional
Technical Support Center
Seneca HQ, Vienna, VA
Full Time
Monday - Friday, TBD
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Job Description
Helpdesk Professionals are some of the most important people in the company. They are the first person with whom our callers come in contact. The manner in which the callers are treated sets the tone for their entire experience with Seneca. The caller's first impression determines their perception of the support organization. Requires excellent customer service skills. Must be highly motivated, career minded and a team player. Should have an excellent phone prescence, and a genuine desire to provide help.
Job Responsibilities
- Answer the support lines with the correct client greeting.
- Immediately establish a friendly and helpful tone.
- Gather from the caller all information required by the client
- Enter the caller's support request into the call management system with complete and correct information describing the request
- Determine the best path to resolution based upon the client's procedures.
- Route the call to the appropriate resource for resolution.
Skill Sets and Experience Required
- Eighteen months of relevant customer service experience.
- A beaming attitude and fantastic phone presence.
- Basic knowledge of common computing environments and an interest in PCs.
- Ability to multi-task.
- Must be friendly, outgoing and take pride in making our customers the happiest in the industry.
- Necessary to keep calm and collected when confronted by upset callers.
- Responsible for keeping up to date on client information and changes to procedures
Additional Skill Sets Required
- Eighteen months of relevant customer service experience.
- A beaming attitude and fantastic phone presence.
- Basic knowledge of common computing environments and an interest in PCs.
- Ability to multi-task.
- Must be friendly, outgoing and take pride in making our customers the happiest in the industry.
- Necessary to keep calm and collected when confronted by upset callers.
- Responsible for keeping up to date on client information and changes to procedures
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