Job Description

Job Description

Job Description

Job Title: Tier 1 Help Desk Support

Location: Remote/Hybrid - Mechanicsburg, PA (Possible one or two days onsite)

Job Type: Full-time (This is a temp-to-perm placement)

Shift: Second Shift (4 PM - 12 AM)

Pay: $19 - $21 per hour

About Us:

Abel Personnel is hiring a Tier 1 Help Desk Support Representative to join our client’s team. Our client is the leading technology platform for omnichannel financing, committed to providing top-notch service and support to their customers. This role offers an excellent opportunity to be part of an innovative company that is transforming the financing industry with cutting-edge technology solutions. This is a temp-to-perm placement, offering the potential for long-term employment with our client.

Key Responsibilities:

1. Customer Communication:
   • Promptly respond to all customer communications, ensuring adherence to service level agreements.
   • Provide outstanding customer service to maintain and improve customer satisfaction.
2. Troubleshooting and Issue Resolution:
   • Diagnose and resolve Tier 1 technical issues, with a goal of achieving over 85% First Call Resolution.
   • Assist customers with accessing and navigating the client’s portal.
   • Conduct basic hardware troubleshooting for kiosks, including cable seating and paper loading.
   • Address basic software issues, such as network connectivity and device settings adjustments.
   • Pair printers with Hive 2.0 and calibrate touchscreen devices as required.
3. Documentation:
   • Accurately gather and document information for each issue, including:
     • Contact name and number
     • Retailer name
     • Identification and location of impacted devices
     • Detailed description of the issue, including timing and context (e.g., application details)
     • Screenshots or other visual documentation, if applicable
4. Issue Identification and Escalation:
   • Determine if the inquiry is related to our client’s platform or involves an external party. If external, assist in routing to the appropriate retailer or lender.
   • Escalate issues that are outside the scope of Tier 1 support to Tier 2 support or the appropriate contact for further resolution.

Experience and Skills Required:

• 1-2 years of experience in a Customer Support or Technical Support role.
• Attention to Detail: Ability to accurately collect and document technical issue details for effective resolution.
• Sound Decision-Making: Skilled in quickly identifying and implementing the most efficient resolution paths for technical issues.
• Technical Curiosity: A proactive approach to learning and a desire to understand more about technical issues and solutions.

Educational Requirements:

• High School diploma or equivalent.

Location:
This position is primarily remote, with the potential for working onsite one or two days a week in Mechanicsburg, PA, as needed.

Employment Type:
This is a temp-to-perm placement, providing an opportunity for long-term employment with our client.

How to Apply:

If you are a customer-focused, detail-oriented individual with a passion for technology and problem-solving, we encourage you to apply. Please visit our Job Board and apply today -board/

Abel Personnel is an equal opportunity employer. We are committed to creating a diverse and inclusive environment for all employees.

Job Tags

Hourly pay, Permanent employment, Full time, Temporary work, Remote job, Shift work, Afternoon shift, 2 days per week, 1 day per week,

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