Helpdesk Agent
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Key skills for this role
About the Role
AtkinsRéalis is seeking a Helpdesk Agent to manage client service requests via phone, email, web, and walk-ins. The role involves providing prompt resolution, documenting interactions, and escalating issues as needed.
Key Skills for This Role
Responsibilities
- Manage client service requests via inbound and outbound telephone calls, e mails, web requests and walk ins
- Provide prompt resolution to customer inquiries by providing appropriate and accurate information
- Accurately document and update records in required systems
- Follow up in a timely manner to ensure customer satisfaction
- Understand all programs, systems, and procedures necessary to perform job effectively
- Communicate with customers to attempt to bring resolution
- Communicate feedback and progress to management
- Maintain diplomacy and tact when dealing with upset or escalated calls
- Escalate customer complaints and/or calls through the appropriate channels to management
- Provide feedback to management concerning possible problems or areas of improvement
- Make recommendations to implement improved processes
- Perform other duties as assigned by management
Requirements
- Proficient personal computer skills, including Microsoft Office
- Excellent interpersonal, written, and oral communication skills
- Ability to work in a team fostered environment
- Ability to work in a multi tasked environment
- Ability to prioritize and organize work
- Ability to adapt to a flexible schedule
- Ability to maintain the highest level of confidentiality
Full Job Posting
Responsibilities
- Manage the client service requests via inbound and outbound telephone calls, e mails, web requests and walk ins
- Provide prompt resolution to customer inquiries by providing appropriate and accurate information
- Accurately document and update records in required systems
- Follow up in a timely manner to ensure customer satisfaction
- Understand all programs, systems, and procedures necessary to perform job effectively
- Where applicable, communicate with customers to attempt to bring resolution
- Communicate feedback and progress to management
- Maintain diplomacy and tact when dealing with upset or escalated calls
- Escalate customer complaints and/or calls through the appropriate channels to management
- Provide feedback to management concerning possible problems or areas of improvement
- Make recommendations to implement improved processes
- Perform other duties as assigned by management
Qualifications
- Ability to maintain the highest level of confidentiality
- Proficient personal computer skills, including Microsoft Office
- Excellent interpersonal, written, and oral communication skills
- Ability to work in a team fostered environment
- Ability to work in a multi tasked environment
- Ability to prioritize and organize work
- Ability to adapt to a flexible schedule
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