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POSITION SUMMARY

The Service Desk Customer Support Representative (CSR) is skilled in customer service as a liaison between GDS' customers and the Service Desk Technicians. The successful candidate is driven, organized, and thrives in a very dynamic environment. This position is responsible for assisting the Service Desk team that supports multiple internal and external customers over multiple locations. Customer Support Representatives can put themselves in their clients' shoes and advocate for them when necessary. Ultimately, the Service Desk CSR goal will be to ensure exceptional service standards and sustain high customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Handle high amounts of incoming calls and route them to appropriate personnel.

• Creating, updating, and progressing (moving along) tickets in GDS ticketing system.

• Identify and evaluate customers' needs to deliver satisfaction.

• Build sustainable relationships of trust through open and interactive discussion.

• Provide accurate, valid, and comprehensive information by using the right methods/tools.

• Reach personal/team ticket SLA targets and call handling quotas.

• Manage complaints; provide initial information to customers pertaining to outages/larger events and follow up to secure resolution on tickets.

• Keep records of customer interactions.

• Follow communication procedures, guidelines, and policies.

• Go the extra mile to engage customers and maintain high level of customer satisfaction.

• Communicates with team members regularly during all aspects of Service Desk operations and ongoing technical issues.

• Monitors and confirms efficient communication with customer base from problem identification to resolution.

• This role requires onsite at GDS Lafayette office daily.

• Other duties as assigned.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• High School diploma and two or more years of NOC/Technical Support Center experience preferred, or an equivalent combination.

• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

• Understanding of company products, services, and policies.

• Proficiency with computers and strong typing skills.

• Strong time management and decision-making skills.

• Demonstrates strong accountability towards meeting customer expectations and able to adapt quickly & effectively.

• Basic Active Directory knowledge in order to perform basic tasks (i.e. password resets, group memberships, etc.); A+ certification preferred.

• Help desk ticketing system experience is necessary; knowledge of ConnectWise Manage preferred.

• Ability to effectively communicate and present information to groups of managers, clients, customers, and the public.

• To perform this job successfully, an individual should have knowledge of Contact Management systems, Database software, Internet software, Spreadsheet software, and Word Processing software.

• Strong analytical and problem-solving skills to resolve operations issues.

• Must demonstrate the ability to multi-task in high stress situations while working in a fast-paced environment.