Helpdesk Agent Level 1 Southfield, MI - Southfield, MI Posted October 10, 2014 Function Provides first level support Level I from the helpdesk call center and creates tickets for all calls received. Purpose To provide excellent customer service for a help desk call center environment that supports *Remote access internet VPN products *Manages security and network services *Software as a Service Products SaaS *Transaction Delivery Services EDI Major ResponsibilitiesAccountabilities Essential functionsduties of the position Apply call processes consistently Log and track all calls received using ticketing system Establish a quality working relationship with a variety of customers. Escalate issues within the defined standards Follow defined standards to resolve specific set of problems Follow defined standards to collect and follow-up on escalated issues .Level I Support Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups Troubleshoot and resolve hardware, software and communications issues by interacting with application end users, application engineers, system engineers and hardware software vendors Continuous Improvement Meet individual metrics for Level 1 Support Engineer Identify and suggest process improvements as they arise Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements Other responsibilitiesaccountabilities marginal functions None KnowledgeSkillsAbilities Required Provide excellent first line customer service Respond to all chats, emails and phone calls consistently Enter all relevant data from customer contact channels into tracking system Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1 as defined by management. Great interpersonal skills superior customer service skills excellent verbal and oral communication skills. 2-4 year College degree is not mandatory, but is a plus. Able to work consistently in a fast paced environment. Works well under pressure with limited supervision. Ability to follow processes and escalate issues consistently. Must have professional demeanor and ability to prioritize work in a fast paced environment Customer service experience is very helpful Support technical management team with call data analysis. Experienced in Windows operating systems Familiar with TCPIP and networking concepts Able to provide support for any shift required to support customer requirements. High ethics and integrity Physical Requirements None