Technical Support Help Desk

Cornerstone TTS is seeking a Technical Support Desk Associate for a long-term, full-time remote opportunity. As part of our client's team, you will provide second-level support for software and hardware, ordering, handheld devices, and enabling and activating credentials. This role entails delivering first-line customer service phone support, promptly responding to and resolving each issue or complaint to the customers' satisfaction. Key Responsibilities : Provide technical resolutions including identifying, researching, and resolving technical problems via telephone calls, chat support, email, and personnel requests. Accurately document, track, and monitor reported problems/issues to ensure timely resolution via Salesforce. Escalate important or recurring issues impacting Service Levels to department Business Analysts and Team Leads. Work in various inbound call queues as assigned by Workforce Management. Work independently and consistently meet department Key Performance Indicators (KPIs) including Call Quality, Service Levels, Issue resolutions, Schedule Adherence, and Attendance. Participate in special projects and other duties as assigned. Minimum Qualifications : 2+ years' experience working in a Help Desk call center environment. Technical degree or technical certification/certificate. Experience in remote desktop troubleshooting. Experience in technical support, customer service, and software or mobile device support. Strong customer service and troubleshooting skills. Ability to communicate technical information verbally to a wide range of end-users. Strong attention to detail, with a focus on rapport-building, listening, and questioning. Ability to communicate technical information to both technical and non-technical audiences. Good written and oral communication skills. Working knowledge of MS Word, Excel, Outlook, and PowerPoint. Experience using Salesforce and/or knowledge of creating help desk tickets.