[Hiring] Help Desk Agent @Cherokee Federal

Role Description

Help Desk Agent - Tier 1 will be responsible for providing Tier 1 technical support for end users via phone, live chat, and email.

• Customer service-oriented, fluent Spanish language speaking Help desk support agent to provide technical support to users in an efficient, accurate and professional manner.
• Customer front line contact expected to solve basic technical problems and provide support for all assigned areas.
• Provide first level contact and convey resolutions to Federal and Industry users’ issues via phone, chat and email.
• Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports).
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Walk customers through problem solving process.
• Assists the customer base in troubleshooting and configuration of Internet browser settings.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure of incident tickets.
• Preserve and grow your knowledge of help desk procedures, products and services.
• Performs other job-related duties as assigned.

Qualifications

• Minimum of a High school diploma or equivalent is required.
• One (1) year of experience in call center or help desk environment is preferred.
• One (1) year of customer service experience is preferred.
• Working knowledge of Windows 10 and computer basics.
• Working knowledge of MS Edge, Mozilla Firefox, Google Chrome (understands Configuration Settings, how to access/update settings).
• Basic knowledge of Microsoft Office products (IE: Outlook, Excel, Word, MS TEAMS).
• Basic knowledge of computer file structure and utilization of various computer tools (IE: snipping tool, basic commands).
• Familiarity with CRM or ITSM tools (incident ticket logging and tracking software).
• Ability to learn and retain complex information, preferred.
• Possess excellent grammar and writing skills in both the English and Spanish language, required.
• Ability to speak professionally in the English, required.
• Ability to see, hear, read, and write.
• Ability to multitask in a high-volume Help Desk/Contact center environment.
• Ability to assess, mitigate complex issues utilizing sound judgment and compassion.
• This is a remote position and requires that the candidate have access to a reliable Internet service and a dedicated work area without any distractions or noise.
• US Citizenship.
• Ability to obtain a public trust security level clearance.
• Must pass pre-employment qualifications of Cherokee Federal.

Work Environment

• This position is 100% Remote.
• Candidate must have a reliable Internet service and a dedicated work area without any distractions or noise.
• Majority of the work will be performed utilizing a company provided laptop, monitor(s) and telephone headset.

Benefits

• Estimated Starting Salary Range for Help Desk Agent – Tier 1 Bilingual: Pay commensurate with experience.
• Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided.
• Benefits are subject to change with or without notice.

Company Description

Cherokee Nation System Solutions (CNSS) provides support, services, and solutions to federal and commercial customers.

• The company takes a personalized approach to solving our clients' toughest challenges, helping you make the most of your skills.
• CNSS is part of Cherokee Federal – a team of tribally owned federal contracting companies.
• Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.