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  5. Help Desk Tech (Tier 1) II
  • ID
    #20187600
  • Job type
    Contract
  • Salary
    TBD
  • Source
    Experis
  • Date
    2021-09-24
  • Deadline
    2021-11-22

Help Desk Tech (Tier 1) II

 Arizona, Phoenix, 85003 Phoenix USA
 
Contract

Vacancy expired!

Greetings,

Experis, a Manpower Group company has an exciting contract opportunity for a Help Desk Technician @ Phoenix, AZ, 85054 This position is a 6+ month contract for one of our key Financial clients. It is a is s a leading issuer of personal, small business, and corporate credit cards

Job Details:

Industry: Financial

Job Role: Help Desk Technician

Location: Phoenix, AZ, 85054

Duration: 6+ Months. (Possibility of extension)

Top Skills:

  • Must have experience working as a Field Support Representative or Help Desk Representative.
  • Manage internal customer expectations via thoughtful and clear communication
  • Deliver timely responses within SLAs for escalated onboarding issues

Job Description:

The Deal Desk as a part of CODC's Client Solutioning team is responsible for the central management and throughput of the SME customer applications once a prospective Corporate customer verbally agrees to setting up a program. The Deal Desk's primarily serves Field colleagues within GCS' SME business in streamlining, centralizing, and supporting the onboarding of SME Corporate customers to Client's products. The Deal Desk works to improve the experience for Field representatives and their customers in ultimately accelerating the Onboarding process, providing transparency with their field representatives on issue status, and triaging and solutioning issues with key stakeholders centrally.

The Deal Desk contractor will be responsible for a customer-centric approach to driving accelerated issue resolution within the onboarding process with both GCS SME field representatives and the customer success teams within Client's (e.g. Risk, Compliance). Each contractor on the Deal Desk team will be responsible for proactive triage, coordination, and communication between customer-facing field teams and support functions within the onboarding process.

Responsibilities:

  • Ingest, triage and drive issue resolution in SME Corporate onboarding process
  • Deliver timely responses within SLAs for escalated onboarding issues
  • Lead proactive outreach to SME Corporate Field representatives to drive transparency in the customer onboarding journey
  • Champion central responsibility for managing issue aging reports to drive proactive outreach
  • Coach Field representatives on best practices to drive issue resolution
  • Manage internal customer expectations via thoughtful and clear communication
  • Drive independent solutioning around unique and escalated onboarding roadblocks with internal teams
  • Provide through feedback and communication to leadership and process teams for issue escalation and process improvement insights

Minimum Qualifications:

  • Great interpersonal skills, great at building and leveraging relationships
  • Ability to create clear and concise communications for awareness or action on issues; customer-first approach in managing key messages
  • Resourcefulness in issue resolution as a proactive collaborator
  • A blend of technical and business acumen to be able to understand issues and work with business and support functions towards resolution and remediation
  • Excellent Project Management skills
  • Inherent customer-first mentality in managing escalated issues
  • Ability to connect the dots to create insights and opportunities from a list of seemingly unrelated items
  • Ability to work independently, but knows when to escalate
  • Prior experience with commercial payments, a plus
  • Experience working in a technology or production support, a plus

Thank You!

Hershita Singhal

Phone - 414-666-8462 Ext - 7147

LinkedIn: linkedin.com/in/hershita-singhal-10ab876b

Vacancy expired!

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