Raymond James
Senior Specialist, Help Desk Support
TN - Memphis - 889 Ridge Lake Blvd, United States of America · Senior
Sponsorship not specifiedDetected 7 hours ago
ExpressCustomer SupportLeadershipCommunication
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33Risky
Cap-exempt (no lottery)0
Sponsors this role65
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
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About the role
- With the goal of providing superior service and first contact resolution, this role delivers front-line technical support to customers via multiple communication channels in a customer contact center environment.
Responsibilities
- Manages time in customer contact center setting and documents time via activity codes.
- Performs other duties and responsibilities as assigned.
- Organize own work schedule each day in line with changing priorities.
- Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
- Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers.
Requirements
- Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets to support the business effectively.
- Utilizes required activity codes to provide awareness of non-phone related activities.
- Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
- Works under supervision at an elementary level to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.
Skills
- Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
- Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
- Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.
- Works under supervision at an elementary level to monitor, diagnose and fix technological problems.
- Works at an elementary level under supervision to select, deploy and get the best results from the most appropriate office system.
- Licenses/Certifications:
- High School (HS) (Required)
- Work Experience
- General Experience - 13 months to 3 years
- Certifications
- Less than 25%
- Eligibility for benefits and specific offerings may vary based on position and employment status.
Compensation
- The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions.
Company info
- Assists customers in performing basic software installations.
- Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
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