Representative 2/L1 Help Desk (Customer Service)

Our Client, a Retail Pharmacy company, is looking for a Representative 2/L1 Help Desk (Customer Service) for their Remote location. Responsibilities: Managing member issues through a ticketing system Meeting service level agreement (SLA) for resolution Utilizing resources to address issues Documenting all interactions Answering inbound calls and making outbound call follow-ups Requirements: Minimum of 1 year in a virtual customer service or call center environment, IT help desk support is a plus. Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members. Computer experience is required with proficiency in Microsoft Outlook, Word and Excel. Basic alpha number data entry skills with attention to accuracy and quality is essential. Ability to work with people in a team environment while meeting individual performance goals. Must be able to read and interpret policies, procedures and instructions. Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential. A personal High Speed Broadband internet connection is required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it. If a longer ethernet cord is required from what is provided, you would be responsible for providing the cord. A location within your home free from distraction during your scheduled hours. 1 year experience working in a help desk environment assisting with password reset and website navigation is preferred but not required. 1 year experience working in a virtual call center. Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day) Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required. Excellent communication skills both verbal and written Keyboarding ability to key 45 WPM with 95% accuracy rate. We will require a demonstration of your keyboarding skill during the interview. Microsoft 360 basic applications (Outlook, Teams, One Drive) Avaya One X or comparable telephonic software knowledge such as Five9 Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills) Experience supporting complex and nuanced work. Ability to discern key points to assist with problem resolution, getting to the heart of the issue Demonstrate ability to handle multiple assignments competently, accurately, and efficiently. Ability to follow direction, multi-task and adapt to change Ability to learn in an on-line/telework environment Utilize on-line resources to perform job responsibilities Why Should You Apply? Health Benefits Referral Program Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.