Help Desk Support Specialist

**Must be located within 50 miles of Richardson, TX

Job Title Senior IS Technician

Location: Richardson, TX Fully remote (Never coming onsite)

Duration: 3 Months

Description:

This position requires prompt technical responses to questions from stores and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems for their software and hardware issues.

This position requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues.

Related online diagnostics are used for troubleshooting; incidents are tracked in a case tracking system.

The primary role of this position is to take live trouble-shooting calls daily 100% of the time.

This position must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.

Nesting is when you will all be taking live calls with the people in your class.

On Day 1 and 2, we will be conducting side by sides to make you more comfortable while you are handing the calls and for the rest of the time you will receive your Quality reviews.

If you score an average of 78% you will then have another opportunity to go into extended nesting.

If you do pass with an 80% average, you will then go to the floor and no longer be in nesting.

If you don't pass with an 80% average, we will need to end your assignment.

Duties:

Responsible for resolving customer inquiries by using the tools provided to service the customer quickly, efficiently and thoroughly.

Prompt response to questions from store employees by troubleshooting, diagnosing, resolving problems and overall store support and installations.

Document problems accurately and succinctly in the appropriate support tools provided. Maintain knowledge with accurate and up to date information relating to current policies, procedures and troubleshooting techniques.

Experience:

6 months of hardware experience preferably in a call center environment

Education:

High School diploma or GED is required.