Note: The job is a remote job and is open to candidates in USA. Cherokee Federal is a provider of support, services, and solutions to federal and commercial customers. They are seeking a Tier I Help Desk Agent to provide technical support to end users via phone, live chat, and email, ensuring customer satisfaction and effective problem resolution.
Responsibilities
- Customer service-oriented, Help desk support agent to provide technical support to users in an efficient, accurate and professional manner
- Customer front line contact expected to solve basic technical problems and provide support for all assigned areas
- The goal is to 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
- US Citizen
- Active Public Trust or the ability to obtain a Public Trust
- Minimum of a High school diploma or equivalent is required
- Possess excellent grammar and writing skills in English, required
- Ability to speak professionally in the English, required
- Ability to see, hear, read, and write
- Ability to multitask in a high-volume Help Desk/Contact center environment
- Ability to assess, mitigate complex issues utilizing sound judgment and compassion
- Reliable Internet service and a dedicated work area without any distractions or noise
- Must pass pre-employment qualifications of Cherokee Federal
- 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 10 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)
- Familiarity with CRM or ITSM tools (incident ticket logging and tracking software)
- Ability to learn and retain complex information, preferred
Company Overview
- Cherokee Federal, a division of Cherokee Nation Businesses, is a trusted team of government contracting professionals who can rapidly build innovative solutions. It was founded in 1969, and is headquartered in Tulsa, Oklahoma, USA, with a workforce of 5001-10000 employees. Its website is https://cherokee-federal.com.