Help Desk- Technical Support

HUDSON, NH 03051

Posted: 11/06/2019 Industry: Help Desk Job Number: 12280

TRC is currently searching for several Help Desk agents - Technical Support to act as Tier 1 phone support to end users.

This is an excellent role to start your IT career and gain exposure to a wonderful work environment.

As part of the technical support team, the primary responsibility is to understand, troubleshoot and resolve customer issues via the phone. Customer inquiries should be handled in a timely manner or escalated to the appropriate team if necessary. This is a position with growth potential at a company that promotes from within.

Core Responsibilities:
Answer and troubleshoot inbound customer phone calls with high efficiency.
Accurate documentation of calls utilizing our ticketing system.
Strive for first call resolution, while providing any additional information to the customer to prevent call backs.
Leverage the internal knowledge base to find information needed.
Monitoring your open cases, along with following up with the appropriate team and/or customer to resolve within our defined service level agreements.
Meet or exceed management expectations for productivity and professionalism as measured by customer surveys, call monitoring, and phone metrics.
Participate in any additional departmental projects or tasks as assigned to you.
Required Skills:
Ability to communicate clearly, confidently, friendly, and professionally with our customers.
2+ years of experience in customer service.
1+ years of experience in a technical support role.
Strong troubleshooting abilities.
Ability to multitask.
Additional Skills:
Experience supporting Microsoft Remote Desktop Services (RDS).
Experience supporting Microsoft Active Directory.
Understanding of cloud computing and SaaS business models.

Perks of the Job:
Free snacks and drinks
Catered lunch once a week
Fun employee engagement events-Braves game, Atlanta United game, Cinco de Mayo celebration and more!
Beer cart Fridays
Casual work environment
Once Perm
o Flex to work from home 2 days a week (for certain roles)
o Affordable benefits are effective day one-medical, dental and vision
o Company paid short term and long-term disability insurance
o Company paid life insurance in the amount of $50K
o 15 PTO days in your first year of employment
o 10 paid holidays annually
o 2 days of paid volunteer time off for the charity of your choice

About TRC Professional Solutions

For over 10 years, professionals and employers have trusted TRC Professional Solutions with their business and careers. Year after year, Inavero s Best of Talent and Staffing awards have been presented to TRC Professional Solutions for providing superior service and results to both our clients and job seekers. We create a different experience for our candidates and clients by remaining solely focused on bringing the right talent to the right opportunity, throughout every stage of our unique recruitment process. For more information, visit:

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