A large financial institution located in the Soho area of NYC is seeking a helpdesk analyst to join their team for a contract slated to run through the end of year.
Overview
This position supports functions as a complete technical support to
clients, sales, end users, technicians and product support personnel. The individual filling this position should already possess strong problem solving, creating thinking and organizational skills. Must also be
proficient in computers and software and has an interest in learning about
financial markets. Exceptional communication and interpersonal skills are
also vital as representatives are in constant contact with clients worldwide.
Duties and Responsibilities
. Continuously build knowledge based on the initial training provided
. Manage resolution from end to end for all client issues.
. Compile documentation into Customer Answer Zone for Customer
Support to utilize.
. Provide information and resolve problems with Reuters' data as they
relate to the product.
. Use CRM software to adequately document progress of issues and
inform clients of status and expected resolution.
. Accountable for identifying and escalating obstacles influencing timely resolution to customer requests.
. Ability to adjust support procedures to optimize the efficiency of service
. Work in a team environment to provide adequate coverage
. Adhere to quality standards for the department
. Review and Adhere to your daily schedule
. Take on projects as requested
*Top required skills:
1. Call center experience with quality being very important on call
interaction
2. Multitasking ability- Will have to learn many things at once
3. Must have strong problem solving, creative thinking and
organizational skills
4. Must have a sense of urgency and work well under pressure
5. Excellent troubleshooting and communication skills
6. Must know all versions of Microsoft Windows Operating Systems,
MS Office, TCP/IP, and Networking Essentials
7. Must be a team player
Experience and Qualifications
.1 year technical experience
. Excellent Troubleshooting skills
. Strong problem solving, creative thinking and organizational skills
. Must have a sense of urgency and work well under pressure
. Strong customer service skills including handling of irate clients
. Wireless router, proxy server and firewalls knowledge a plus
. Requires OS knowledge, including W2K, WXP and Vista
. Requires knowledge of anti-virus/spam, PDFCamp, Adobe Flash &
SVG Viewer
. Knowledge of MSFT .NET Framework and IE - including new
releases & different versions out in the US market a plus
. Knowledge of DDEspy utility a plus.
In addition to the job description, please see job requirements below:
1. Must have some experience with customers - either face to face or
on the phone.They should havegood examples around dealing with
challenging customers.
2. Must be prepared to talk in detail about a project, accomplishment,
or achievement they've had in their career or during college.
3. Must presentthemselves in a confident, professional mannerand
able to project an ability tohandle stressful situations with specific
examples required.
Education Requirements:
College Degree (Computer Science or IT) would be a plus but this is
not required.
If candidate does not have degree, must have business experience.
Experience: Please forward an attached copy of your resume along with hourly pay requirements to
To Apply to this job go to http://www.GadBall.com or click here