helpdesk call center rep.

The Helpdesk Call Center Rep is responsible for second-level support for all Connect system standard software and hardware, ordering, handheld devices, and enabling and activating CSOS Certificates. This position provides an effective diagnostic evaluation of end-user Pharma Customer needs and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction.  The position also requires effectively delivering technical training and support needs for other company personnel and customers over the phone. Support and demonstration of the companies iLead and iCare values and expectations for customer support and satisfaction are fundamental to this team to provide an effortless customer experience and one call resolution. This is a 4 to 6 month opportunity.  Initial training 100% onsite with opportunity to WFH once training is fully mastered.  Shift Schedule will vary:  Monday-Friday 7am-8:00pm.  Qualifications:

• 2+ years experience working in a Help Desk call center environment
• Technical degree or technical certification/certificate
• Remote Desktop Troubleshooting
• Technical support, customer service, and software or mobile device support experience.
• Excellent customer service and troubleshooting skills
• Ability to communicate technical information verbally to a wide range of end-users (i.e. internal employees, hospitals, VA, and retail customers)
• Excellent attention to detail, with a focus of rapport-building, listening and questioning
• Ability to communicate technical information to both technical and nontechnical audiences
• Good written and oral communication skills
• Working knowledge of MS Word, Excel, Outlook, and PowerPoint.
• Experience using Salesforce and/or knowledge of creating help desk tickets.
• Not on any corrective action or performance plan within the last year (internal candidates)
• Career Level - IC-Professional-P1 

salary: $20 - $21 per hour
shift: First
work hours: 8 AM - 5 PM
education: Bachelors

Responsibilities

•  Responsible for the remote support to users with technical problems and information technology issues experienced by Pharma Customers using internal Connect ordering systems.
• Provide technical resolution that includes but is not limited to the following:
• Identify, research, and resolves technical problems, timely response to telephone calls and Chat Support, email and personnel requests for technical support.
• Accurately document, track, and monitor the reported problems/issues to ensure a timely resolution via Salesforce
• Escalate important or reoccurring issues causing impact to Service Levels to the department Business
• Analysts and Team Leads
• Work in various inbound call queues as assigned by Workforce Management
• Able to function independently and produce results that meet standards of quality, timeliness, and acceptability
• Consistently meet department KPI Metrics (including Call Quality, Service Levels, Issue resolutions,
• Schedule Adherence, and Attendance)
• Special projects and other duties as assign

Skills

Customer Service

Critical Thinking

Time Management

Microsoft Office

Call Center

IT - Helpdesk

Healthcare

Qualifications

Years of experience: 2 years

Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.