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!
Responsibilities: - 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.
Required - 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