Helpdesk / Tech Support Analyst

Company: Kelly
Location: Plymouth
Posted on: November 15, 2020

Job Description:

Helpdesk /Tech Support Analyst

Contract 5-6 months

Plymouth, MN

Summary:

The Customer Service Technical Agent position serves as a first Technical point of contact for their Clients. This position is responsible for providing professional, high level Customer Service, by delivering technical information/instruction and resolving issues related to test administration, reports, Client specific testing policy, personal computers and networks as they relate to our Client s applications. This position serves as a positive influence in a rapidly changing environment.

Responsibilities:

Receive, respond to and resolve inbound Client contacts on our client s products, including NON-Technical issues as needed Manage unresolved incidents utilizing appropriate resources within required timelines Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality and overall customer satisfaction Required to achieve several certifications throughout training and contract duration Coordinate internal resources as necessary to ensure effective resolution Document and communicate to appropriate resource any recurring/critical client issue received Write, edit and proof project documentation, email and Knowledge articles Knowledgeable about assigned Client, service offerings, policies/standards, and processes

Preferred Qualifications

High School Diploma/GED equivalent; Associates degree preferred 1-3 years of technical support experience in a non-scripted inbound Customer Contact Center Exceptional verbal and written communication skills Strong problem solving and analytical skills Strong time management skills Demonstrated interpersonal and teamwork skills Proven technical skills with a strong familiarity with Microsoft Office Suite

Essential Job Requirements:

Report to work promptly when scheduled and adhere to our Client s temporary agent conduct and behavior expectations Be able to work under supervision and incorporate feedback to improve performance Relate effectively and work respectfully with diverse work groups Ability to consistently perform well during times of increased workload o Manage multiple job functions simultaneously

Why Kelly ® ?

By partnering with Kelly® Technology, you’ll have direct connections to top companies around the globe—giving you the chance to put your tech skills to work on some of today’s most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. We’re here to help you gain experience, keep learning, and move your career forward.

About Kelly ®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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Keywords: Kelly, Plymouth , Helpdesk / Tech Support Analyst, Other , Plymouth, Massachusetts