Our client is looking for a Customer Help Desk Technician for a 4 month contract opportunity located in Phoenix, AZ.
location: Phoenix, Arizona
job type: Contract
salary: $20 - 23 per hour
work hours: 8am to 4pm
education: High School
responsibilities:
Under general supervision, provides customer service and technical support by applying a broad understanding of computer systems products and services. Maintains information technology service, functionality, and user satisfaction by answering questions, troubleshooting, and resolving complex problems. Performs related duties as assigned or directed. This classification is designated as uncovered.
ESSENTIAL FUNCTIONS (not intended to be all-inclusive):
1. Serves as the first technical point of contact for users experiencing issues with department web-based portals, websites, and information-sharing systems, including troubleshooting account creation and management, login difficulties, form submissions, payment processing, and other common user issues.
2. Responds to and resolves customer inquiries via phone, email, or chat within established service level agreements (SLAs) or department-defined timelines and protocols, ensuring timely and accurate information is provided.
3. Escalate unresolved technical issues to higher-level support teams when necessary, providing detailed documentation of the problem and any steps taken toward resolution.
4. Diagnoses and resolves basic technical problems related to browser compatibility, network connectivity, and account-related issues such as password resets and profile management.
5. Collaborates with other technical resources team to identify and resolve common technical issues and propose improvements to the customer experience based on recurring issues.
6. Monitors portal performance in real-time, identifying any system outages, slowdowns, or errors and proactively informing users of known issues.
7. Maintains and updates an internal knowledge base with common troubleshooting steps, FAQs, and process documentation to help streamline customer support efforts.
8. Regularly reviews user feedback and support tickets to identify trends, making recommendations for knowledge base improvements, additional resources, or changes to the systems' user interface(s) based on common user challenges.
9. Trains new Help Desk Technicians, sharing best practices, technical knowledge, and customer service techniques.
10. Ensures all interactions comply with privacy policies and data protection regulations, safeguarding user information.
qualifications:
- Experience level: Entry Level
- Minimum 2 years of experience
- Education: High School (required)
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
