Tier I Help Desk support Job in Albuquerque, New Mexico Us
Innovative fast growing technical firm is in search for an excellent, energetic, skilled Tier I Help Desk Support to join our team for an immediate opening on Government contracts. Please respond with your resume in word format along with a cover letter showing your experience and availability - as we will be scheduling interviews immediately.
The Candidate will serve as the first point-of-contact for any incoming calls on eTravel requests or issues from the Government travelers. Incoming calls are in English. Candidate must provide timely and courteous resolution to eTravel Help Desk with level one support specific to eTravel system/travel requests. Level one agents provide general travel guidance in accordance with travel policies, answer questions related to the government travel process, and assist with technical questions related to the eTravel system. Level one agents open cases for all incoming calls and transfer complex travel requests to Level Two support. Examples of Level One support include basic questions regarding:
- Per diem reimbursement amount
- Completing eTravel travel documents
- Booking travel
- All questions regarding using the eTravel system
- Assisting travelers in updating their traveler preferences and credit card expiration dates
- Governement travel procedures
- Answer level one calls from the Government travelers on eTravel system/travel matters. This may include assistance on travel documents, document status, planning travel, assisting in booking travel, and issue resolution.
- Use the Cisco Phone Agent software for all call support activities.
- Create a case in PeopleSoft for each call received
- Provide accurate answers to calls, research answers if needed, and close cases if resolved. Answers should teach the Government travelers how to be self-sufficient with travel needs
- Elevate level two cases to the Travel Branch for resolution
- Review and respond to written inquiries forwarded by the Government travelers, including creating and closing cases.
- Protect all sensitive and personally identifiable information in accordance with federal policies such as the Privacy Act.
Be an excellent communicator - verbal and written. Great Customer service skills are needed. Experience with – Office 2003 and above is required. Must be Computer savvy and able to learn/adapt to new software.
Competitive Salary and Compensation package.