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Help Desk Support Representative

Jun 30, 2021 15:57 pm
Pittsburgh, PA, USA



The Help Desk Support Representative will provide operational support for customers by answering inbound calls, responding to support tickets, and completing scheduled training appointments. Utilizing training and knowledge guides, the representative will attempt to quickly diagnose issues to resolve the problem or escalate as needed.


Essential Duties & Responsibilities:

  • Maintains a strong working knowledge of supported products and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
  • Gathers, prioritizes and responds to customer issues by phone, email, and remote support tools.
  • Promptly resolves customer service issues and documents all activity through CRM.
  • Provide operational and technical assistance to end-users on company products and services.
  • Educate clients on use of company products and services.
  • Assist with researching and gathering information for troubleshooting software issues.
  • Maintain department guidelines regarding average handle time and productivity.
  • Maintain department guidelines regarding call quality and call audit process.
  • Perform administrative duties, reports and special projects associated with customer support.

Skills Required

Additional and/or Specific Skills:

  • Clear communication in written and oral form.
  • Customer Relationship Management.
  • Professionalism.
  • Patience.
  • Time Management.
  • Detail-Oriented.
  • Analytical and Problem-Solving skills.
  • Experience with remote support tools, such as JIRA, GoToAssist, etc.
  • Ability to type 40wpm+

Required Education

Education & Experience:

  • Associate’s Degree or equivalent work experience.
  • Prior call center/support knowledge preferred.
  • Retail industry knowledge preferred.

Job Environment:

  • Exposure to call center noise.
  • Repetitive typing.
  • Sitting for long periods of time.
  • Medium to heavy phone exposure.

    Apply For This Job

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    Petrosoft is an equal opportunity employer and is pleased to offer a very competitive benefits plan.

    Health Insurance
    Dental Insurance
    Vision Insurance
    Flexible Spending
    401(k) Plan
    Guaranteed $20,000 Life Insurance
    6 Holidays
    13 Days PTO
    Short/Long Term Disability Insurance
    EAP Program
    Voluntary Life Insurance
    Travel Discount Program
    Commission Program