Application Service Help Desk/Help Desk Rep- Houston- Bilingual English/Spanish

Application Service Desk/Help Desk Representative

Works as a team member of the Application Service Desk/Help Desk to provide front line end user support. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls, e-mails, HEAT self-service and chat mediums of communication. Ensures all calls received by the APPLICATION Service Desk/Help Desk are properly handled and escalates issues, as needed, to the appropriate APPLICATION Service Desk/Help Desk 2 Team. May address assigned responsibilities outside of phone support as required to meet the overall objectives of the APPLICATION Service Desk/Help Desk.

Specific Responsibilities

• Acts as a Service Desk/Help Desk representative for the APPLICATION Operations Support department and provides phone-based application support a minimum of 95% of the time.
• Researches and troubleshoots all calls; follows the APPLICATION Escalation process to escalate calls that cannot be resolved at point of contact to the designated APPLICATION Service Desk/Help Desk 2 Team.
• Tracks problem/issue through to resolution by opening a ticket for each caller.
• Logs 100% of all calls received into call tracking application and maintains records of all caller interactions; achieves 80% first call resolution or higher.
• Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
• Shares critical information with peers to aid in the development of other team member's skills.
• Utilizes the available training materials to educate callers. Broadens knowledge of APPLICATION, including new enhancements and features, in order to perform duties efficiently.
• Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.

This position is not a Password Reset, Desktop Support, Hardware Support or Network/LAN support position.

Core / Critical Competencies

• Promote Innovation
• Achieve Results
• Display Adaptability
• Communicate Effectively
• Collaborate with Others
• Build Productive Relationships (Internal / External)

Education/Experience/Minimum Requirements

• Two (2) year degree or technical program.
• Two (2) years' experience in technical and operational support for customers in the use of computer hardware and applications via telephone.
• Strong customer service skills required; able to problem-solve and diagnose complex tasks.
• Working knowledge of Microsoft Windows operating systems.
• Working Knowledge of Microsoft products (Word, Excel, and PowerPoint).
• Funeral industry experience desirable.
• Excellent verbal and written communication skills.
• Demonstrated technical aptitude.
• Must be detail oriented.
• Excellent interpersonal skills and comfortable working with people at all levels of the organization.
• Well organized, with the ability to handle multiple tasks simultaneously.
• Must be able to learn new hardware and application technology quickly.
• Must be able to work independently, with minimum direct supervision.
• Must be able to work within the defined procedures and within the schedule provided
• Good coaching and leadership skills.

Work Conditions

Work Environment

• Work indoors during all seasons and weather conditions
• Professional Dress is required.

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings frequently

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

• Working beyond " standard " hours as the need arises including shift work and weekends on a rotated basis