Randstad Help Desk - Web Assist in Richmond, Virginia
Help Desk - Web Assist
salary:$17 per hour
date posted:Wednesday, September 13, 2017
The Production Support Specialist answers inbound calls from global customers as well as internal system users and is responsible for providing first level operational and technical support.
Provide IT operations support in a team Service Desk environment. Adjust working hours and schedule as needed.
Develop and exhibit technical subject matter expertise on the supported systems and associated business processes.
Drive and coordinate high impact, complex and cross-functional incidents to resolution by following established processes involving resources from Genworth and/or vendors.
Communicate written incident updates using team standards in a pre-determined time bound fashion to all levels of IT and business audience.
Assess impact of issues and ensure proper severity assignment.
Ensure Support Guides and related documentation is up-to-date.
Regularly identify and implement improvement opportunities.
Fulfill corporate compliance tasks including mandatory training and weekly timesheets.
Preferred or Desired Skills:
High School Diploma, GED or Equivalent Certification
2 years IT experience in a customer service capacity. Call Center or Service Desk experience is preferred.
Proficiency with Microsoft Office 20007 (Outlook, Excel, and Word)
Experience with web navigation and support in a Microsoft Windows environment
Strong communication and interpersonal skills
A work ethic with a focus on quality, results and customer satisfaction
Bachelors Degree in Business Administration or Information Technology
Familiarity with basic insurance industry terminology
Excellent technical and analytical skills
Experience in dealing with complex customer escalated issues
Organized and detailed documentation skills