Help Desk Technician

Hello,

Currently, Apex Systems Inc has a job opening for a Helpdesk Technician in Madison, WI. Apex is the Number 10 IT staffing firm in the nation and we specialize in the contract and contract-to-hire placement of professionals in the fields of information technology, business applications, accounting & finance, legal, telecommunications, and engineering. With branch locations all across the country and an enormous client list that includes both Fortune 500 corporations and mid-sized companies, we have the resources and knowledge to help you. Best of all, there are never any fees for you, the job seeker- only opportunities at some of the most exciting companies in the nation! Please visit our website at: www.apexsystemsinc.com

This Helpdesk position is a contract position. Requirements are below:

* MUST BE OPEN TO WORK 1ST Shift AND occasional weekends 
• Provide first contact support for residential and small business customers to resolve telephone service repair/installation and dial-up Internet connectivity issues
• Assist customers with dial-up configurations and settings related to Personal Web Space via FTP
• Answer calls in a Virtual Call Center environment, generating trouble tickets and updating tickets, as needed, until the issue is resolved
• Interface between customers and technicians by effectively gathering information from customers via scripts and troubleshooting experience
• Demonstrate exceptional customer service skills in order to exceed customers' expectations and to minimize escalations.
• Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements
• Engage in sales to meet the customer's needs and exceed the targets set by management

**We have a variety of shift times available. Weekends are a requirement.**
Qualifications:
Required Qualifications:
• High School Diploma or equivalent required
• Technical certification in computer related area or equivalent experience in computers and Internet technologies
• 6+ months experience providing customer service, adapting communication style to meet needs of customers
• 1+ years experience using a PC with various software packages

Other Qualifications:
• Preferred Associate Degree in Computer related field
• Understanding of the telecommunication industry
• Understanding of telecommunication products and services
• Some experience with sales techniques
• Problem solving skills (i.e. customer complaint handling, problem identification, escalations)
• Experience with (but not limited to) ACD, trouble ticketing systems, software skills in business applications, such as spreadsheets, database applications and word documents
• Ability to adhere to schedule


Please feel free to reply to klutz@apexsystemsinc.com

Apex Systems, Inc. is an Equal Opportunity Employer and encourages minorities and females to apply.



Location: Madison, WI Compensation: $10-12/HR Principals only. Recruiters, please don't contact this job poster.