Encore Talent Solutions · 9 hours ago
Senior Help Desk Analyst
Cincinnati, OH
Full-time
Onsite
Mid, Senior Level
$22/hr - $25/hr
3+ years expEncore Talent Solutions is a trusted professional services firm dedicated to helping organizations achieve their goals by providing exceptional talent solutions. The Senior Help Desk Analyst is responsible for providing excellent customer service, managing complex customer inquiries, mentoring junior associates, and contributing to the development of best practices within the help desk team.
Staffing & Recruiting
No H1B
Hiring Manager
Conner Sullivan
Responsibilities
Responds promptly and efficiently to critical user issues and outages
Verify Pricing
POS support
Create, update, and continuously maintain knowledge base articles for the team
Manage ticketing system templates and categories
Conduct research and source solutions to address complex customer needs effectively
Maintain a courteous and professional demeanor while collaborating effectively with all levels of management and team members to foster a positive work environment
Work with other departments to facilitate knowledge base articles to increase FCR
Categorize calls to aid in resolution or assist in tracking / trending
Determine areas of opportunities such as training
Work with the training department provide areas of opportunities to assist in training materials development
Meet or exceed standard call center KPI’s such as SLA’s, Customer Satisfaction, escalation, follow up
Utilize the ticketing solution to capture issues for metrics and trending
Manage documentation processes effectively, including onboarding, training and mentoring junior associates on best practices for customer service and operational procedures
Conduct data manipulation, analysis, and generate reports to meet departmental needs, supporting strategic decision-making and operational improvements. (e.g. trend analysis, open tickets, ticket volume, etc.)Provide regular feedback to management regarding process improvement opportunities, resource requirements, and daily operational challenges to enhance departmental goals
Improve One# customer service associate training and development program, establishing and creating job aids, knowledge base articles, onboarding documentation
Analyze and identify trends
Proactively collaborate with leadership and IT partners when outages are identified
Review calls and tickets, providing coaching to junior associates to ensure consistent agent performance
Provide ad hoc project support as needed
Assist with User Acceptance Testing (UAT)
Serve as the liaison between the help desk and IT Tier 3 teams
Maintain all team documentation
Provide excellent customer service and respond promptly to all inbound inquiries
Build a relationship with each customer, and/or store
Contribute to a cohesive team that works collaboratively to provide exceptional customer service within the department along with cross-functional departments
Provide regular feedback to ONE# Manager as to trends, process improvement needs, resource needs, and daily challenges in achieving department goals
Qualification
Required
Strong phone skills
Responds promptly and efficiently to critical user issues and outages
Verify Pricing
POS support
Create, update, and continuously maintain knowledge base articles for the team
Manage ticketing system templates and categories
Conduct research and source solutions to address complex customer needs effectively
Maintain a courteous and professional demeanor while collaborating effectively with all levels of management and team members to foster a positive work environment
Work with other departments to facilitate knowledge base articles to increase FCR
Categorize calls to aid in resolution or assist in tracking / trending
Determine areas of opportunities such as training
Work with the training department provide areas of opportunities to assist in training materials development
Meet or exceed standard call center KPI's such as SLA's, Customer Satisfaction, escalation, follow up
Utilize the ticketing solution to capture issues for metrics and trending
Manage documentation processes effectively, including onboarding, training and mentoring junior associates on best practices for customer service and operational procedures
Conduct data manipulation, analysis, and generate reports to meet departmental needs, supporting strategic decision-making and operational improvements. (e.g. trend analysis, open tickets, ticket volume, etc.)Provide regular feedback to management regarding process improvement opportunities, resource requirements, and daily operational challenges to enhance departmental goals
Improve One# customer service associate training and development program, establishing and creating job aids, knowledge base articles, onboarding documentation
Analyze and identify trends
Proactively collaborate with leadership and IT partners when outages are identified
Review calls and tickets, providing coaching to junior associates to ensure consistent agent performance
Provide ad hoc project support as needed
Assist with User Acceptance Testing (UAT)
Serve as the liaison between the help desk and IT Tier 3 teams
Maintain all team documentation
Provide excellent customer service and respond promptly to all inbound inquiries
Build a relationship with each customer, and/or store
Contribute to a cohesive team that works collaboratively to provide exceptional customer service within the department along with cross-functional departments
Provide regular feedback to ONE# Manager as to trends, process improvement needs, resource needs, and daily challenges in achieving department goals
Excellent listening, written and verbal communication skills
Ability to problem-solve in a fast-paced environment with a solution-focused attitude
Flexible in shift assignments and work environment
Ability to follow-up on tasks to completion with minimal supervision required
Data manipulation, analysis, and application to reports relevant to department needs
Proficiency in supporting internal software programs
Ability to work effectively in a team environment, contributing to shared goals and supporting colleagues
Ability to multi-task, prioritize tasks, and manage time effectively to handle multiple customer interactions and responsibilities
Proficient in Microsoft Office 365, including Outlook, as well as other relevant software programs and tools necessary for performing essential job functions
Deep understanding of customer service principles and a commitment to delivering high-quality service
High level of attention to detail to ensure accuracy in data entry and communication
Ability to remain calm and composed under pressure, managing stress effectively to maintain a high level of customer service
Direct customer service experience and training preferred
Minimum of 3 years of proven IT customer support experience as a strong performer in a similar administrative position
Automotive knowledge a plus
Must be authorized to work in the USA
Preferred
Associate's degree in computer science, network administration, or a related field; or equivalent industry-recognized IT certifications such as CompTIA A+, Network+, Security+, or Cisco CCNA
Company
Encore Talent Solutions
The more you’ve been looking for.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase