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Call Center Client Service Representative:
Richmond, VA

Purpose and Objective

1. Supports Financial Specialists, staff and management in the use of software applications, including Debt Plus, Crystal Reports, Imaging 101 software, e-mail and scheduling
2. Empowers staff and counselors through positive and encouraging help
3. Provides level 1 technical support and problem escalation;
4. Maintains software and hardware records
5. Moves, adds and changes to phone system
6. Participates in the Help Desk Hunt Group for Technical Support

Essential Job Functions

• Fields questions relating to applications and networks
• Using helpdesk software, tracks all incoming calls and their appropriate resolutions
• Responsible for tracking and documenting software compliance
• Performs daily server backup at corporate
• Performs phone moves, adds and changes for phone system
• Provides level 1 troubleshooting and problem resolution for hardware and software support
• Serves as representative of the Information Technology department, displaying courtesy, tact, consideration and discretion in all interactions with other members of the credit counseling community and with the public
• All other tasks as assigned

Knowledge, Skills & Abilities Required

• Must possess excellent people skills
• Experience installing desktop applications
• Microsoft Office XP/2003, Windows XP/2003skills
• Must have competency in a service organization environment
• Must have strong communication skills coupled with helpdesk skills
• Ability to work independently and in a team while meeting and setting deadlines