Onsite Enterprise Help Desk Agent

The Onsite Enterprise Help Desk Agent handles incoming calls, emails, and helpdesk tickets from customer associates regarding mobile device (iOS, Android, Chrome Etc.) issues and support. This role documents and provides resolutions in a timely manner to maintain customer satisfaction. This is NOT a remote opportunity; candidates will report to our Westlake office daily.

Essential Functions

• Provide 1st line support to ensure customers' tickets are answered and processed within SLA (Service Level Agreements)
• Respond to incoming calls, emails, and manage ticket que to support customer associates
• Device assistance including set-up, synchronization, and operations
• Basic feature and function support
• Device activations
• Troubleshooting hardware and software issues
• Troubleshooting device enrollment issues
• Supporting standard application software delivered with the mobile operating system
• Basic support for accessories (chargers, headsets, Bluetooth connectivity)
• Creating passwords
• Support for system updates
• Device new order status
• Ticket management on behalf of end user
• Ensure all open issues and requests are resolved in the time frame designated for each client and maintain progress and resolutions in the system.
• Support the internal team to work exception tickets with mobility vendors.
• Makes recommendations for process improvements.
• Continuously train in new products to ensure the highest level of support
• Employee may be asked to complete related duties other than those indicated above as assigned by their supervisor

Qualifications

• Organized, detail-oriented and able to handle multiple tasks simultaneously.
• Excellent oral and written communication skills to maximize client responsiveness and develop a working relationship with internal departments.
• Well-developed interpersonal skills to maximize vendor’s responsiveness and to develop a cooperative working relationship.
• Excellent problem-solving skills and attention to detail.
• Proficient in Microsoft 365 (Word, Excel, Teams, and Outlook).
• Associate degree or equivalent experience preferred, high school diploma or equivalent mandatory.
• 1 - 2 years of mobility helpdesk, first-line experience in a technical service or telecom call-desk environment or related experience required.
• ServiceNow and Zendesk along with order procurement experience is a PLUS.
• Ability to take and pass a background check

 Performance Requirements

• Must maintain regular and reliable attendance to the satisfaction of management.
• Must be able to operate a computer and other position related technologies.
• Must be customer focused and detail oriented.
• Must be able to work in a fast-paced environment while prioritizing and managing multiple responsibilities.
• Must be able to work flexible hours as needed.
• Must be able to clearly and confidentially communicate with TRG employees, customers, and other stakeholders.
• Must adhere to all TRG Values at all times

Physical Requirements

• Must be able to remain in a stationary position 75% of the time
• Must be able to access work locations
• Must be able to visually read written and digital information
• Must be able to visually determine the accuracy, neatness, and thoroughness of work assigned and/or to make general observations of facilities or structures
• Must be able to receive detailed information through oral communication