Job Title:
Representative 2/L1 Help Desk (Customer Service)
Job Type:
Part-Time, Contract (5 Months)
Location:
Fully Remote (Work from Home, anywhere in the U.S.)
Work Hours:
40Hr Monday – Friday,
Position Summary
We are seeking Representative 2 / L1 Help Desk (Customer Service) professionals to support our members experiencing technical difficulties within our mobile app or website. This role involves troubleshooting, guiding members through processes such as registration, password resets, and site navigation, and escalating issues to the engineering team when necessary.
The position requires strong listening skills, problem-solving ability, and clear communication to deliver exceptional customer service in a virtual help desk environment.
Key Responsibilities
Managing member issues through a ticketing system
Meeting service level agreement (SLA) for resolution
Utilizing resources to address issues
Documenting all interactions
Answering inbound calls and making outbound call follow-ups
Required Qualifications:
A personal High Speed Broadband internet connection is required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it. If a longer ethernet cord is required from what is provided, you would be responsible for providing the cord.
A location within your home free from distraction during your scheduled hours.
1 year experience working in a help desk environment assisting with password reset and website navigation is preferred but not required.
1 year experience working in a virtual call center.
Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day).
Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required.
Excellent communication skills both verbal and written 
Keyboarding ability to key 45 WPM with 95% accuracy rate. We will require a demonstration of your keyboarding skill during the interview.
Microsoft 360 basic applications (Outlook, Teams, One Drive).
Avaya One X or comparable telephonic software knowledge such as Five9.
Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills).
Experience:
Minimum of 1 year in a virtual customer service or call center environment, IT help desk support is a plus.
Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members. Computer experience is required with proficiency in Microsoft Outlook, Word and Excel.
Basic alpha number data entry skills with attention to accuracy and quality is essential.
Ability to work with people in a team environment while meeting individual performance goals.
Must be able to read and interpret policies, procedures and instructions.
Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential.
Preferred Qualifications:
Demonstrate the following soft skills:
Experience supporting complex and nuanced work.  
Ability to discern key points to assist with problem resolution, getting to the heart of the issue
Demonstrate ability to handle multiple assignments competently, accurately, and efficiently. 
Ability to follow direction, multi-task and adapt to change 
Ability to learn in an on-line/telework environment 
Utilize on-line resources to perform job responsibilities
Empresaria Group plc
Registered Address: Old Church House, Sandy Lane, Crawley, RH10 4HS