14 days old

Help Desk - Web Assist

Richmond, VA 23218
  • Job Code
    576155
  • Payrate
    $17 To $17

Description:


The Production Support Specialist answers inbound calls from global customers as well as internal system users and is responsible for providing first level operational and technical support.


Primary Responsibilities:


- Provide IT operations support in a team Service Desk environment. Adjust working hours and schedule as needed.


- Develop and exhibit technical subject matter expertise on the supported systems and associated business processes.


- Drive and coordinate high impact, complex and cross-functional incidents to resolution by following established processes involving resources from Genworth and/or vendors.


- Communicate written incident updates using team standards in a pre-determined time bound fashion to all levels of IT and business audience.


- Assess impact of issues and ensure proper severity assignment.


- Ensure Support Guides and related documentation is up-to-date.


- Regularly identify and implement improvement opportunities.


- Fulfill corporate compliance tasks including mandatory training and weekly timesheets.


Preferred or Desired Skills:


- High School Diploma, GED or Equivalent Certification


- 2 years IT experience in a customer service capacity. Call Center or Service Desk experience is preferred.


- Proficiency with Microsoft Office 20007 (Outlook, Excel, and Word)


- Experience with web navigation and support in a Microsoft Windows environment


- Strong communication and interpersonal skills


- A work ethic with a focus on quality, results and customer satisfaction


Preferred Qualifications:


- Bachelors Degree in Business Administration or Information Technology


- Familiarity with basic insurance industry terminology


- Excellent technical and analytical skills


- Experience in dealing with complex customer escalated issues


- Organized and detailed documentation skills

Categories

  • Information Technology

Randstad utilizes a technology-driven focus with a human touch to provide better staffing and business solutions to organizations around the world. Our team of experts match professionals with available career opportunities in a variety of fields.

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Help Desk - Web Assist

Randstad Technologies
Richmond, VA 23218

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Help Desk - Web Assist

Randstad Technologies
Richmond, VA
US

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