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Help Desk Specialist Wappingers Falls, NY

The Help Desk Support Specialist will be accountable for:

  • Coordinating and implementing solutions for customers
  • Completing and documenting special projects
  • Project Management of Implementations for RQI and HeartCode
  • Administrative support for RQI and HeartCode

Responsibilities:

    • Answer phone calls and emails from customers including internal and external field personnel
    • Create and maintain service tickets for all customer interactions, through to closure
    • Identify emerging issues for products; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.
    • Customer Feedback reporting and escalation
    • Collaborate and discuss solutions internally and outside the department to coordinate most effective solution.
    • Software testing as required for all RQI and HeartCode products
    • Providing exemplary customer service to all internal and external customers
    • Work with outside customer service teams to ensure collaboration on escalations and solutions delivery.
    • RQI communication management and coordination with customers and RQI sales team
    • Technical support of LMS platform
    • Strong computer troubleshooting
    • Proficiency with Excel and Import File configuration
    • Work efficiently in a team environment
    • Provide project support to VA RQI Project Implementation Manager
    • Establish and maintain effective relationships with project team members, stakeholders, product managers, and project sponsors.
    • Work with each customer in the development of their Student Certification and Job Function Files
    • Maintain required documentation for contract requirements
    • Monitor customer feedback reporting through established processes and escalate when appropriate
    • Identify emerging VA RQI issues, collect information, confirm, escalate as needed and work with team to provide most effective solution
    • Provide exemplary customer service

Requirements:

  • BA/BS – Business, Information Technology of Computer Science
  • Project Management Experience a plus
  • Customer Service and support background for SAS
  • Strong communication skills, both written and verbal
  • Ability to multi-task and switch gears easily
  • Basic troubleshooting skills for PC’s
  • Microsoft Suite experience
  • Problem Solving aptitude
  • Salesforce experience a plus
  • LMS/TMS experience a plus
  • Occasional travel required