Client Success Help Desk Associate
Company: Cisive
Location: Smyrna
Posted on: August 1, 2022
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Job Description:
Job Description Cisive continues to make significant advances in
the employment screening industry and is always looking for the
right people to take us further. Recognized as a national leader in
quality of service, timely reporting, cost-effectiveness,
state-of-the-art technology programs, and legal expertise in
employee screening, Cisive serves many of the country---s leading
corporations. Through our technology, Cisive is able to quickly
respond to changing customer needs. Cisive is seeking an
experienced Client Success-Help Desk Associate with to join our
growing organization. The Help Desk Associate is responsible for
providing superior customer service and technical support to
end-users of our pre-employment and onboarding portal. Our Helpdesk
operates 8 a.m. to 10 p.m. 7 days per week. The ideal candidates
will show flexibility to work within these hours on a rotating
schedule of approximately 40 hours/week. Responsibilities include,
but not limited to: Handle a heavy volume of inbound calls, emails,
and chats working in a work queue environment. Make outbound
contacts as needed. Partner with peers and supervisor to monitor
and maintain coverage of all contact streams. Achieve first contact
resolution, whenever possible. Work closely with internal teams to
provide quick resolution to issues beyond first contact resolution.
Ensure periodic updates are provided. Partner with internal teams
to troubleshoot and resolve client issues including, but not
limited to: login issues, password resets, submission of required
forms, etc. Maintain accurate record of contacts and interactions.
Must be able to maintain applicant/client privacy in compliance
with all applicable laws. Create positive relationships with
contacts to ensure satisfaction and retention. Education &
Qualification Requirements: Minimum of 2 years of customer service
experience strongly preferred. Minimum of 2 years of working in a
call center environment preferred. Knowledge of Microsoft Office
Suite required, proficiency in Excel preferred. Able to
successfully learn and navigate Web based applications and tools,
for use in managing applicant accounts. High School Diploma or GED
required. Secondary education degree preferred. Ability to work
nights and/or weekends. Required Skills: Excellent written and
verbal communication skills. Excellent time management skills,
exhibiting a sense of urgency, ensuring client deadlines are met
within the required time frames. Self-motivated and proactive in
approach to issue/ dispute resolution. Adaptable to office and home
office environments. Demonstrated ability to organize and manage
multiple priorities. Demonstrated problem analysis and resolution
skills. Client-focused Goal oriented Expectations: Perform in a
client focused setting Maintain professional demeanor Must be
punctual and able follow schedule to ensure Service Level
Agreements are maintained. Superior communication skills Must be
able to meet set expectations for call center metrics, quality
requirements, and turnaround times. Our Helpdesk operates 8 a.m. to
10 p.m. 7 days per week. The ideal candidates will show flexibility
to work within these hours on a rotating schedule of approximately
40 hours/week.
Keywords: Cisive, Smyrna , Client Success Help Desk Associate, Other , Smyrna, Georgia
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