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Technical Customer Service Representative/Helpdesk
Minneapolis, Minnesota  |  Hybrid, Onsite
Direct Hire Position
It appears that you have already applied to this job.
Applied on May 27, 2022
Job Id #56297 Posted May 11, 2022

Representatives use their technical skills to provide essential first line response within this inbound call center group.  Our Representatives resolve varying issues when financial institution customers contact us for assistance accessing and using services.  They do this by identifying and troubleshooting routine technical issues and general inquiries about our services.  Complex technical problems are escalated to Tier II technicians. 

Responsibilities: 
  • Apply electronic access channel, and internal procedures in the delivery of first-line customer problem determination and resolution. 
  • Apply experience of the application. 
  • Resolve routine to more complex problems and escalate more advanced questions, according to defined standards for accuracy and completeness. 
  • Perform daily maintenance and monitoring functions. 
  • Engage vendors, to troubleshoot and resolve issues. 
  • Maintain customer information and issues in the reporting database 
  • Assist less experienced customer service representatives. 
  • Provide ongoing or backup support to production and other areas. 
  • May help train on the installation, operation, customization, testing and enhancement of systems. 
  • Help with general and disaster recovery testing efforts for customers and org sites. Perform other tasks as assigned. 

Qualifications: 
  • High school diploma or equivalent. 
  • Minimum two years of college or technical coursework preferred or equivalent combination of education and experience. 
  • (Level I) Requires 2 years of relevant customer service experience, to include call center and/or help desk experience.
  • (Level II) Technical knowledge of operating systems, browsers, basic internet navigation, downloading/installing software, and basic networking knowledge. 
  • Basic to Intermediate troubleshooting and problem-solving skills Good interpersonal and written communication skills
  • Superior customer service skills for internal and external customers, to include active listening for a positive customer experience. 
  • Ability to work both independently and in cross-functional teams with colleagues in multiple locations. 
  • Demonstrated ability to understand and apply department standard operating policies and procedures 

 

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

EQUAL OPPORTUNITY EMPLOYMENT SURVEY

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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