Cherokee Federal

Help Desk Agent

Cherokee Federal

full-time

Posted on:

Location Type: Remote

Location: Remote • Colorado, Oklahoma • 🇺🇸 United States

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Salary

💰 $17 - $19 per hour

Job Level

Junior

About the role

  • 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

Requirements

  • Minimum of a High school diploma or equivalent is required
  • One (1) year of experience in call center or help desk environment is preferred.
  • One (1) year of customer service experience is preferred.
  • 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
Benefits
  • Medical
  • Dental
  • Vision
  • 401K
  • Other possible benefits as provided. Benefits are subject to change with or without notice.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Windows 11MS EdgeMozilla FirefoxGoogle ChromeMicrosoft OfficeOutlookExcelWordMS Teamscomputer file structure
Soft skills
customer serviceproblem solvingcommunicationmultitaskingjudgmentcompassiongrammarwritingbilingual communicationfollow-up