Helpdesk Agent

Job Description Manage the client service requests via inbound and outbound telephone calls, e-mails, web requests and walk-ins • Provide prompt resolution to customer inquiries by providing appropriate and accurate information • Accurately document and update records in required systems • Follow up in a timely manner to ensure customer satisfaction • Understand all programs, systems, and procedures necessary to perform job effectively • Where applicable, communicate with customers to attempt to bring resolution • Communicate feedback and progress to management • Maintain diplomacy and tact when dealing with upset or escalated calls • Escalate customer complaints and/or calls through the appropriate channels to management • Provide feedback to management concerning possible problems or areas of improvement • Make recommendations to implement improved processes • Perform other duties as assigned by management • Ability to maintain the highest level of confidentiality • Proficient personal computer skills, including Microsoft Office • Excellent interpersonal, written, and oral communication skills • Ability to work in a team fostered environment • Ability to work in a multi-tasked environment • Ability to prioritize and organize work • Ability to adapt to a flexible schedule Worker Type Employee Job Type Regular At AtkinsR alis , we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.