Title: Help desk/Technical support
Duration: 12 Months
Address: Richmond, VA (Onsite from day one)
Job Description:
The Company is seeking enthusiastic and talented individuals to provide fast and useful technical assistance by researching, troubleshooting problems and answering questions on Medicaid Enterprise System (MES) issues. If selected, all new help desk staff will be trained to use the help desk software, phones, and queued with questions and answers for the MES related calls. IDEAL candidates will have: Excellent Tier One Help Desk team members must have great communication skills to be able to understand the problem and explain the solution. Customer focused and patience is a must in guiding users through corrective steps. Our mission is to keep our user community moving forward with ease.
Responsibilities:
• Serve as the first point of contact (tier one) for customers seeking technical assistance over the phone.
• Perform remote troubleshooting through pertinent questions.
• Determine the best solution based on the issue and details provided by the customer.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support (tier two or tier three) personnel.
• Provide accurate information on their resolution to their issue.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.