Note: The job is a remote job and is open to candidates in USA. Cherokee Federal is a division of tribally owned federal contracting companies focused on supporting federal clients. They are seeking a Help Desk Agent to provide technical support for a Centralized Service Desk, assisting over 100,000 users with various technical issues and ensuring high customer satisfaction.
Responsibilities
- Provide technical support to users in an efficient, accurate and professional manner
- Solve basic technical problems and provide support for all assigned areas
- Ensure the customer value is maintained to the standards set forth by the company and customer
- Provide first level contact and convey resolutions to Federal and Industry users’ issues via phone, chat and email
- Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports)
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Walk customers through problem solving process. Assists the customer base in troubleshooting and configuration of Internet browser settings
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation, and closure of incident tickets
- Preserve and grow your knowledge of help desk procedures, products and services
- Performs other job-related duties as assigned
Skills
- Minimum of a High school diploma or equivalent is required
- Working knowledge of Windows 11 and computer basics
- Working Knowledge of MS Edge, Mozilla Firefox, Google Chrome (understands Configuration Settings, how to access/update settings)
- Basic knowledge of Microsoft Office products (IE: Outlook, Excel, Word, MS TEAMS)
- Basic knowledge of computer file structure and utilization of various computer tools (IE: snipping tool, basic commands)
- Ability to learn and retain complex information
- Possess excellent grammar and writing skills in both the English and Spanish language
- Ability to speak professionally in the English and Spanish language
- Ability to multitask in a high-volume Help Desk/Contact center environment
- Ability to assess, mitigate complex issues utilizing sound judgment and compassion
- Ability to interpret visual problems and provide guidance
- Must pass pre-employment qualifications of Cherokee Federal
- One (1) year of experience in call center or help desk environment
- One (1) year of customer service experience
Company Overview
Cherokee Federal, a division of Cherokee Nation Businesses, is a trusted team of government contracting professionals who can rapidly build innovative solutions. It was founded in 1969, and is headquartered in Tulsa, Oklahoma, USA, with a workforce of 5001-10000 employees. Its website is https://cherokee-federal.com.
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