[Remote] Help Desk Agent

Note: The job is a remote job and is open to candidates in USA. Cherokee Federal is a division of tribally owned federal contracting companies focused on supporting federal clients. They are seeking a Help Desk Agent to provide technical support for a Centralized Service Desk, assisting over 100,000 users with various technical issues and ensuring high customer satisfaction.

Responsibilities

• 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

Skills

• Minimum of a High school diploma or equivalent is required
• 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
• One (1) year of experience in call center or help desk environment
• One (1) year of customer service experience

Company Overview