Helpdesk Agent

Job Description

Manage the client service requests via inbound and outbound telephone calls, e-mails, web requests and walk-ins

• Provide prompt resolution to customer inquiries by providing appropriate and accurate information

• Accurately document and update records in required systems

• Follow up in a timely manner to ensure customer satisfaction

• Understand all programs, systems, and procedures necessary to perform job effectively

• Where applicable, communicate with customers to attempt to bring resolution

• Communicate feedback and progress to management

• Maintain diplomacy and tact when dealing with upset or escalated calls

• Escalate customer complaints and/or calls through the appropriate channels to management

• Provide feedback to management concerning possible problems or areas of improvement

• Make recommendations to implement improved processes

• Perform other duties as assigned by management

• Ability to maintain the highest level of confidentiality

• Proficient personal computer skills, including Microsoft Office

• Excellent interpersonal, written, and oral communication skills

• Ability to work in a team fostered environment

• Ability to work in a multi-tasked environment

• Ability to prioritize and organize work

• Ability to adapt to a flexible schedule

Worker Type

Employee

Job Type

Regular

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.