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Help Desk Representative

WVC in Las Vegas, NV, USA

Benefits Offered

401K, Dental, Life, Medical, Vision

Employment Type

Full-Time

The Help Desk Representative’s number one priority is providing top quality customer service to our participants and internal customers. The Help Desk Representative is fully responsible for the requests sent to the support portal. This role ensures all customer inquiries are responded to and resolved within the set SLA parameters. Outside of participant support, this role is responsible for completing IT tasks to include, but not limited to, pulling reports, resolving issues with our AMS (Association Management System), working with vendors to gather data, QA features built by our engineers, and data entry as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Core Responsibilities

  • Provide exceptional customer service to our participants and internal customers
  • Become a subject matter expert in the main areas of our annual and year-round events
  • Assist participants and internal customers with inquiries and issues that flow through the support portal
  • Ensure participants and internal customers are kept up to date with the status of their inquiry or issue.
  • QA responses sent to participants by other departments through the support portal
  • Route participant inquiries or issues to appropriate departments
  • Ensure each participant and internal customer receives a response to their initial inquiry within 8 business hours
  • Ensure each participant and internal customer’s inquiry or issue is resolved within the set SLA parameter
  • Tag each ticket that comes into the service portal to ensure proper tracking
  • QA features built by our engineers
  • Assist in pulling reports for various internal departments
  • Data entry

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position. An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

SKILLS AND QUALIFICATIONS

Requirements, Education and Experience

· Must provide exceptional customer service

· Must have an owner mentality

· Must have a leadership mentality

· Must have excellent communication skills

· Must use proper grammar in all business communications

· Must be a problem solver

· Must be self-motivated

· Must be technologically proficient

· Must be Proficient in all facets of MS Office

· High School Diploma; Associate’s degree or bachelor’s degree in related field preferred

· Familiarity with databases and troubleshooting/tracing of errors preferred

· Knowledge of generally accepted IT principles and procedures preferred

OTHER POSITION DETAILS

Working Hours

This position requires the ability to work a schedule in accordance with business needs. This position is required to work a routine schedule of 40 hours per week. Additionally, this position may require working occasional overtime, weekends and holidays.

Physical Requirements and Qualifications

The daily duties of this position are not physically demanding however, the position does require sitting, standing, walking, use of fingers and hands, stooping, bending, reaching, and lifting.

During the organization’s Annual Conference, the duties of this position will change and the level of activity will increase, with the amount of time spent standing and walking being heavier than normal.

Work Environment

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is low to moderate.

Safety in the Workplace

Every team member has the responsibility of providing a safe work environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions or reporting conditions to the Manager on duty and/or the Human Resources Assistant, and working safely as not to endanger themselves, co-workers, vendors, or customers. Team Members must follow all laboratory safety policies and participate in safety education programs.

WVC is an equal opportunity employer and will not discriminate in recruiting, hiring, training, promotion, transfer, discharge, compensation or any other term or condition of employment on the basis of race, religion, color, age, sex, national origin, gender, or on the basis of disability if the employee can perform the essential functions of the job, with a reasonable accommodation if necessary.

WVC

About WVC:

Since 1928, WVC has provided comprehensive, progressive and practical continuing education opportunities to veterinary professionals from all over the world. We are proud to deliver valuable information regarding the latest methodologies to help enhance both animal and human health.

From the Annual Conference, where the best and brightest congregate for five days, to the hands-on, year-round training at the Oquendo Center, WVC is dedicated to providing quality, interactive education.

We are proud to announce that WVC was voted one of NPT's Best Nonprofits to work for in 2018! http://www.thenonprofittimes.com/news-articles/leadership-stability-organizational-flexibility-fundamental-2018-top-nonprofits-work/

Company website: http://www.wvc.org/

Company address: 2425 E. Oquendo Rd. Las Vegas, NV 89120

Posted date: 13 days ago

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