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Tier 1 Help Desk Support
Company | CoreLogic |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Information Services |
Expires | 2023-06-10 |
Posted at | 1 year ago |
Job Summary
- Listens to customer inquiries attentively and provides resolutions based on troubleshooting protocols and procedures.
- Answers incoming interactions from live phone calls and emails with a focus on basic customer issues (e.g., general inquiries, non-technical questions, password recovery, website navigation assistance, and basic procedural “how-to” questions).
- Understands help desk priorities and goals and actively works to meet the goals and activities.
- Resolves at least 70% of incoming interactions without escalation.
- Other duties as assigned by Associate or Senior Help Desk Manager.
- Collects and delivers details regarding issues for escalation to Tier II (including, but not limited to comprehensive documentation, job number, screen captures, usernames, and all troubleshooting).
- Gathers and analyzes information about the end-user issue(s) and determines the best way to resolve the issue.
- Maintains an above-95% customer satisfaction score.
- Promotes a professional help desk image by offering knowledgeable, friendly, consistent, and efficient troubleshooting for products and services.
- Enter all interactions into the help desk customer tracking system.
- Provides support for software defects or database issues where solutions are known. Owns tickets and leaves open for work for up to one business day before escalation to Tier II.
- Responsible for actively logging into the help desk customer tracking system and available at all active schedule times.
- At least one year of customer service or software quality assurance experience required, with technology-related customer service experience preferred
- Typing of at least 50 words per minute required
- High energy, a self-starting team player
- High sense of urgency and follow-through
- Clear communicator with good spelling and grammar skills
- Comfortability working in a fast-paced, unstructured environment, with a strong ability to think on your feet and learn quickly
- A natural problem-solving personality, driven to solve puzzles
- High school diploma required; Bachelor’s degree preferred; Degree or courses in MIS, CS, or similar are a plus
- Knowledge of the construction industry or accounting basics is a plus
- Once hired: Completion of the NGS Basics Course, the DASH Basics course, the Customer Service course, the Troubleshooting Basics course, and any team-specific courses needed
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