Service Desk Agent

Experience with customer facing IT systems with complex back-office system integrations.

Broad knowledge in all areas of IT Operations (Networking, telecom, infrastructure, security, desktop support)

Building and managing key relationships with internal and external business partners.

Functional knowledge of financial instruments and language such as Installment Loans, Payday Loans, Checks, and industry domains such as loans, underwriting, collections, call center, Fraud, etc.

(customer interaction, updates, analysis)

Working knowledge of Helpdesk software, ticketing systems, and databases.

We’re committed to supporting your health, well-being, and financial growth:

Competitive Employee Benefits

The Helpdesk Agent reports to the Helpdesk Manager(s) and works on the day-to-day operations of the helpdesk.

The Helpdesk agent works within a diverse team and ensures that all customer requests and issues are handled in a timely and professional manner within the guidelines of the company’s established policies and procedures.  The Role requires constant attention to detail and includes call and chat handling, resolving customer issues, and meeting performance metrics against established KPI’s and SLA’s.  Responsibilities also include assisting with building knowledge-based solutions and working with internal & external business partners on IT system issues.

Providing high levels of support for customers.

Establishing procedures to ensure that all customer issues are addressed accurately and consistently.

Taking ownership of high priority incidents and escalation.

Answering questions and/or providing directions related to products and services.