Manpower Group Jobs

Customer Support Representative Call Center/Tier 1 Help Desk (Non-IT)

6+ month/Long term contract

Onsite 3 days/week in Raleigh, NC 27607

Overview:

Experis is seeking candidates for multiple Call Center / Tier I Help Desk (non-IT) positions in Raleigh, NC.

2nd and 3rd shifts available:

• 3rd shift Tues-Sat

• 2nd shift Sun-Thurs

• 3rd shift Sun-Thurs

• Shifts: 1st 6-2pm, 2nd 2-10pm, 3rd 10pm- 6am

Responsibilities:

• Point of contact (POC) for feature/function and level one support problems originated by supported end-users.

• Apply basic helpdesk support skills, company policies and procedures in a Tier 1 (non-IT) Help Desk environment providing live chat sessions and email support for products and services on our client’s website.

• Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries.

• Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters set by managers/team leads.

• Maintain end-to-end problem ownership of chat and email sessions. Incumbents will be required to handle up to three chat sessions at one time.

• Usage of common commercial off the shelf (COTS) applications such as Salesforce C360, and Oracle RightNow along with other proprietary applications to provide live chat services and email resolution type responses.

• Support various Tier 1 platforms as directed by management/team lead(s).

Qualifications

• Education and Experience Requirements:

• A high school diploma or equivalent, minimally. 2- or 4-year post-high school degree in a technical field is preferred.

• Must have a good understanding of the general/technical aspects of a Tier 1 (non-IT) Help Desk.

• 2-3 years of work experience in a helpdesk or call center environment.

• Experience providing end-user assistance via live chat sessions that are routine to moderately complex in nature and require basic problem resolution and independent judgment is preferred.

• Candidates must be able to type 45 WPM.

Skills Set:

• Candidates must have Microsoft Office product knowledge and troubleshooting skills including:

• Microsoft Office 2016, Microsoft Outlook 2016, and Live Chat and/or any Customer Relationship Management (CRM) software tools.

• Possesses the ability to successfully manage and prioritize concurrent tasks, i.e., handling two or three chat sessions at one time.

• Showcase the ability to communicate well (orally and in writing) working with the client’s consumers/customers.

• Positive attitude and work ethic.

• Ability to work well alone or within a team setting.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.