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  • Category: Customer Service
  • Education: H/S diploma or equilivent
  • Employment Length: part-time
  • Pay / Salary: $14.57 Hourly
  • Location: Reston VA
  • Source: Business
  • Ad #: 13042
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Full Details

Our Customer is one of the largest behavioral and social science research organizations in the world.

We are currently seeking part-time Help Desk Agent (approximately 20 to 30 hours per week) to join our Survey Operations and Call Center located in Reston, VA.

Bilingual, Spanish language ability is a plus!

- To provide support for incoming phone and email queries and issues related to participation in a web survey of patient experience.
- To respond to queries either by phone or email with a 24-hour maximum turnaround time for resolution.
- To ask questions to determine the full nature of the problem and recommend a solution.
- To properly escalate unresolved queries to the next level of support.
- To walk the users through the problem-solving process.
- To follow-up with users seeking assistance to ensure the issue has been resolved.
- To collect accurate, consistent, and reliable documentation of each query in a service desk software program. To track, route, and redirect problems to correct resources.


- High School Diploma or GED
- Bilingual is preferred
- Six months inbound customer service or help desk experience
- Extensive desktop computer usage, expertise in MS Office Suite, and accurate typing
- Fluent reading ability
- Excellent oral/written communication and comprehension skills
- Reliable attendance
- Positive, constructive attitude; able to work well in a team environment
- Ability to interact with survey respondents and co-workers in a pleasant and professional manner
- Advanced troubleshooting and multi-tasking skills

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