JOB DESCRIPTION


DATE POSTED: 2/5/2018

JOB TITLE: Help Desk Agent

JOB LOCATION: Albany, NY

JOB DURATION: 3 months

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Job Experience

Support How-To Help Desk for Internal Staff and Employer Partners

Duties include:

  • Guide internal/external inquiries (through email or phone) through step-by-step solutions to PeopleSoft how-to-questions or technical issues in a call center environment
  • Handle the demands of a call center environment utilizing multiple applications simultaneously
  • Communicate solutions in a clear, concise, user-friendly and professional manner
  • Quickly triage and identify next steps towards the desired first call resolution (including available escalation points)
  • Advise callers of changes in procedures direct calls to updated documentation
  • Track all interactions through the appropriate ticketing/tracking system
  • Provide ongoing support for PeopleSoft applications; logs trouble calls, analyzes problems at source and logs defect tickets as required
  • Perform follow up with internal team members on tickets/escalations raised as needed
  • Send/Review incoming or outbound follow up correspondence as necessary

Required Experience

MINIMUM QUALIFICATIONS:

  • 1 year experience of PeopleSoft
  • Excellent spoken/written English

DESIRED QUALIFICATIONS:

  • 1 year experience with PeopleSoft CRM and/or HCM
  • Experience with Verizon Virtual Contact Center (VCC) and VOIP phone hardware
  • Experience with SharePoint Document Management and List Creation/Maintenance
GENESYS CONSULTING SERVICES, INC. IS AN EQUAL OPPORTUNITY EMPLOYER.

To apply, please save your cover letter and resume together in ONE document as an MS Word (.doc or .docx) or Adobe Acrobat (.pdf) file, then complete the application and upload your document using the form below.

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