Help Desk Support Representative

As a Help Desk Support Representative, you will be resolving technical problems reported by tax practitioners from the major accounting firms and Fortune 500 companies.

With using active listening skills, you will:

Provide front line queue support for customers; communicating technical support processes to customers in clear and understandable terms.
Problem solving by collecting data, establishing facts, and drawing valid conclusions in a timely basis.
Consistently exceeds customer expectations for service quality and is able to identify needs and solutions for improving customer experience.
Meet call metrics and standards as defined by the department, and enter all requests into SFDC database.

In our work environment, we have fun, but we get the job done. Our customers are our highest value and we strive to provide them the best support in an efficient manner. We are looking for 7 seasonal technical support representatives to help us through our busy season. Our program will run from October 2015 to February 2016.

Fast facts about the program:

The learning curve is steep, and the pace is fast!
This seasonal program prepares you to work in many professions - in an accounting firm, at Thomson Reuters or in other business or technology companies
Many of our full time staff got their start in this program and built successful careers in Product Support, Sales, Product Development and other areas of Thomson Reuters
Casual dress, relaxed environment, and an onsite cafeteria await the appropriate candidates

Qualifications:

High School diploma or equivalent required; Bachelor's degree preferred.
1-2 years experience in a call center environment.
2+ years experience in a technical environment.
Professional demeanor; ability to interact positively with customers.
Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others.
Solid working knowledge of the Windows Operating System, including but not limited to Windows 7.
Solid working knowledge of Windows registry, file and folder security, local/domain user security, and operating system troubleshooting.
Working knowledge of SQL 2008 R2 preferred.
Must be knowledgeable in supporting Internet Browsers (IE, Chrome, Firefox, etc...).
Understanding of standard Client Server, networking and Internet fundamentals.
Understanding of MS Office and support of add-in services.
Requires strong organizational and time management skills.
Knowledge of Windows Server 2003/2008 or Terminal Services a plus.
MCSE or other technical certifications a plus.