Level II Help Desk

Buffalo, NY 14201 | Contract - 6 months

Post Date: 03/20/2018 Job ID: 1039 Industry: IT Pay Rate: Negotiable

Required Qualifications:

  • Answer questions and inquiries from customers via the Telephone, Email and Chat, using established fact-finding procedures, customer service methodologies, knowledge of pertinent processes and procedures, and familiarity with software applications
  • Provide timely and complete resolution of user problems/issues with customer satisfaction being the goal; customers may be any technology user across Sodexo (unit, divisional, or corporate staff and management)
  • Gather data on customer issues and conducting test case scenarios to confirm and understand root problem/issue cause(s); this assists in selecting the most appropriate problem-solving technique for the situation; problems and issues suspected of impacting many, or all, other customers will be escalated to the Customer Service Manager for handling
  • Track and investigate customer calls through a ticketing system (currently HEAT); documenting problem-solving techniques in an automated knowledgebase tool (currently SharePoint)
  • Participate in on-the-job training to increase and maintain job competency in the areas of dealing with difficult customers, business writing and presentation skills, computer technology used at Sodexo, and coping with workplace stress
  • Demonstrate listening and questioning skills to uncover all aspects of problems (for complete resolution and customer satisfaction)

Years of Experience Required:  Minimum 5+ years tech support experience, Minimum 1+ years’ customer service experience.


Not ready to apply?

Send an email reminder to:

Share This Job:

Related Jobs: