Newegg Inc.

Agent, Help Desk

US-CA-Whittier
3 weeks ago
ID
2017-4099
Category
Customer Service/Support

Purpose Of The Job

To assist with each section of the Helpdesk Department including Customer Service Helpdesk, Virtual Fulfillment Helpdesk, and Logistics Coordination

Responsibilities/Duties

  • Evaluate customer reported problems, determine the appropriate external department or affiliate who can resolve the issue, and arrange for a resolution through the Remedy CS Helpdesk Tool or via email.
  • Escalate issues to the appropriate individual(s) based on priority and escalation procedures in an effective and timely manner.
  • Organize, record, and track each ticket in the appropriate database.
  • Prioritize work load based on the severity of issue and end user needs.
  • Other duties as assigned

Minimum Requirements & Special Attributes

  • High School or GED required.
  • Associates Degree or 2 years’ experience.
  • Up to 2 years’ of previous help desk, service desk, or customer service experienc
  • Strong quantitative and analytical skills.
  • Ability to establish priorities and effectively manage time to complete their duties within specified timeframes.
  • Experience working with spreadsheets, and a proficiency in Microsoft Word, Excel, and PowerPoint.
  • Must possess excellent verbal and written communication skills.
  • Must be self-directed and effective working independently, yet equally comfortable contributing in a team environment.
  • Must have strong computer skills, including MS Word, Outlook, and Excel.

Essential Mental and Physical Functions

Decisions generally affect own job or specific functional area. This position performs a variety of routine duties within established policies and procedures or by referral to supervisor's guidelines.

Physical Functions:
Sitting required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting required. Constant working on a computer and phones.

Equipment Used

Standard office and computer equipment including MSOffice software

Work Environment

Office cubicle environment with minimal exposure to the environment or health hazards

Supervisory Responsibilities

None.

Language Skills

Must be able to speak, read, write and comprehend English

Travel Requirements

Travel is not required.

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