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Details of Tier 1 Helpdesk

Orlando Area, Florida

We are seeking to hire a customer service-oriented Tier I Help Desk Representative to provide customer/ public support along with Tier I level technical support. The ideal candidate for this role is passionate about ensuring excellence in service, responds quickly and effectively to customer inquiries, and is comfortable working in a fast-paced environment with a high call volume. Responsibilities for this position include:

  • Managing a large number of incoming calls
  • Identifying and resolving customer issues accurately and efficiently
  • Providing high quality response to customer inquiries and needs
  • Building sustainable relationships with customers through professional communication
  • Providing accurate, timely, and complete information by using the right methods and tools
  • Responding to customer inquiries relating to client services, providing appropriate solutions and alternatives, and following up to ensure full resolution
  • Keeping detailed records of customer interactions, processing customer accounts, and filing documents
  • Following communication procedures, guidelines and policies

At ITCON, we offer competitive compensation, paid training and development opportunities, healthcare benefits that start on your first day, commuter benefits, work-life balance, and the opportunity to work alongside an amazing and growing team. 

This opening is for a full-time position located in the ITCON Services office near the UCF Research Center in Orlando, Florida. Applicant must be a permanent resident or citizen of the United States.

Required Skills and Qualifications

  • 1-year or more customer support experience or experience as a client service representative
  • English speaking proficiency
  • Strong communications skills, including phone communications and active listening
  • Familiarity with CRM systems and practices
  • Strong research and problem solving skills
  • At ease with using computers, switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing and/or deleting files
  • Demonstrated ability to handle sensitive and confidential situations
  • Ability to handle crisis situations and deal with difficult inquirers
  • High School Degree/ Diploma or GED

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