Customer Service Help Desk M-F 5a to 2p

Responsibilities:

• The Facility Help Desk Associate is the core contact for North America.
• The employee responds to phone calls and emails from employees at all client locations in North America and creates work order tickets where appropriate and schedules meetings for all large spaces that can be configured to meeting requirements.
• Manage daily calls and email activity, while dispatching work tickets through Service Now work ticketing system and scheduling meeting space.
• Process and Release scheduled PM work orders for each new month.
• Deliver reports to Engineering team for assignments and reassign the orders as needed
• Respond to all emails within 2 hours during core business hours.
• Provide Helpdesk Data for monthly reporting
• On a daily basis follow up via phone regarding responses for meeting set up and overdue work tickets.
• Deliver world class customer service and build customer satisfaction and loyalty.
• Striving for one-call resolution of customer requests, Provide effective and timely resolution.
• Strike a positive and cooperative tone with both customers and coworkers.
• Enter activity data in logs, maintain records.
• Ensure all procedures are followed at all times.
• Utilizing Service Now software, pull reports and analyze ticket information
• Daily contact with the facility team in the field to assist in closing and opening work tickets
• Complete ongoing training to stay abreast of product, service and policy changes.
• Other duties as assigned.
  

Qualifications:

• High School diploma or equivalent (GED) preferred but not required.
• Customer Service experience required.
• Minimum of 1-2 years help desk related experience preferred.
• Must be very willing to work in an environment that requires heavy phone-based customer interaction.
• Working knowledge of facilities experience.
• Data base software experience preferred.
• Stellar communication skills both verbal and written.
• Demonstrated competency in Windows and Microsoft Office Software.
• Demonstrated competency in MS Outlook Calendaring.
• Keyboarding proficiency and use of automated systems.
• Strong problem-solving skills and ability to make swift, sound judgments.
• Ability to thrive in a lively working environment and multi-task.
• Strong interpersonal skills: professional, courteous, friendly and empathetic.
• Attention to detail.