Job description

Min Hourly Rate($): 25.00

Max Hourly Rate($): 27.90

Title: Helpdesk Support

Location: Middletown, PA 17057

Duration: 12 month(s)

What qualifications will make you successful??

• High school Diploma

• At least 2 years of relevant experience in Operations / Distribution / HR, Personnel, or Learning

• Strong organizational and analytical skills, results driven, ability to effectively communicate at all levels of the organization

• Have a strong initiative to learn and grow in a fast-paced environment

• Bilingual (Spanish)

Job Duties and Responsibilities

• Plans, conducts, coordinates, and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.

• Prepares new representatives by conducting an orientation to processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training.

• Determines training needs by observing; studying based on high volume of Trouble tickets being created, service and customer experience results reports; conferring with management.

• Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions in a classroom environment and remotely; developing outcome improvement resources.

• Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.

• Supports training financial objectives by recommending budget items, controlling costs.

• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

• Engages in all tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.

• Thorough understanding of the Delivery process for new product development and launches.

• Attend global and regional meetings/training sessions.

Shift(s):

• Must be flexible willing to work late evenings, weekends, and certain holidays. Primary shift will be M-F 7am – 3:30pm, will be required to work one day (flexible) 10am – 6pm.

• Must be able to travel to other locations and field offices. Service Desks are operational 7 days a week, 24 hrs a day.

Job Type: Contract

Salary: $22.00 - $25.70 per hour

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 2 years (Required)
• Windows: 1 year (Required)

Work Location: On the road

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