Unscripted Call Center_Help Desk Analyst




Unscripted Call Center Helpdesk Analyst The Call Center Helpdesk Analyst position serves as a first point of contact for our client s Clients from the State, District and School level. This position is responsible for providing professional, high level Customer Service, by delivering information/ instruction and resolving process/technical related issues related to materials, test administration, reports, Client specific testing policy and personal computers as they relate to our client s applications. This position serves as a positive influence in a rapidly changing environment. Start Date: October 5th Duration: 6 months+ Pay: $18/hr Location: Plymouth Minneapolis Hours: Monday-Friday can start work at 6am, 7am, 8am or 9am The first 2-3 weeks you will attend training from 8am-5pm Monday-Friday This position is on-site NOT remote Essential Position Responsibilities:

  • Receive, respond to and resolve inbound Client contacts on our client s products
  • Knowledgeable (with training) about assigned Client, service offerings, policies/standards, and processes
  • Manage incidents to resolution, including Client follow-up, utilizing appropriate resources within required timelines
  • Document and communicate to appropriate resource any recurring/critical client issue received
  • Suggest and draft improvements or additions to knowledge base as needed
  • Performs to and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality and overall customer satisfaction
  • Required to achieve several certifications throughout training and contract duration

Preferred Qualifications

  • High School Diploma/GED equivalent; Associates degree preferred
  • 1-3 years of experience in a non-scripted inbound Customer Contact Center
  • Exceptional verbal and written communication skills
  • Strong problem solving and analytical skills
  • Strong time management skills
  • Demonstrated interpersonal and teamwork skills
  • Technical aptitude with strong familiarity with Microsoft Office Suite

Essential Job Requirements:

  • Report to work promptly when scheduled and adhere to our client s temporary agent conduct and behavior expectations
  • Be able to work under supervision and incorporate feedback to improve performance
  • Relate effectively and work respectfully with diverse work groups
  • Ability to consistently perform well during times of increased/decreased workload
  • Manage multiple job functions simultaneously

Physical Requirements:

  • Ability to sit and/or stand for up to 8-hour periods of time
  • Ability to look at a computer monitor, utilize a keyboard and/or mouse for up to 8 hours per day
  • Ability to lift up to 15 pounds as necessary

Why Kelly ?

As a worker today, it s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what s next is what we re all about. We know what s going on in the evolving world of work just ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

About Kelly

At Kelly, we re always thinking about what s next and advising job seekers on new ways of working to reach their full potential. In fact, we re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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