Helpdesk- Boise, ID

Date Posted:08/15/2012
Job Type:Temp/Contract to Direct Hire
Job Location:Boise

ID

Responsibilities

Provide professional solutions to xxxx end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence. Provide an escalation link for xxxx field employees, executives and channel regarding customer satisfaction issues including availability, price dissatisfaction, product safety issues, complaints with xxxx and/or its representatives, and complaints regarding an authorized dealer or channel.
Intermediate: Ability to apply intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems / projects of moderately complex scope. Exercises independent judgment within defined practices and procedures to determine appropriate action. Acts as an informed team member providing analysis of information and limited project direction input. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Helpdesk Analyst Overview

The NMCI helpdesk employs agents at the Tier I and Tier II level. A majority of the staff is at the Tier I level. The following is a brief description of the Helpdesk Analyst position. This document provides a brief overview of the position and basic requirements.

Helpdesk Analyst

Analysts ultimately report to a Supervisor, but take direction from a Shift Lead. Analysts are the core component of the xxxx operation since they handle all incoming calls from the xxxx customers.

General Responsibilities Include But Not Limited To

Ryan Wilkinson

ryanw@abbtech.com