Help Desk Representative - Night Shift

Alpharetta, GA 30005

Posted: 09/12/2019 Industry: IT Job Number: 15219 Pay Rate: 16.00


Our client is a leading provider of point of sale (POS) payment terminals and other merchant services. They are in need of a Help Desk/Customer Service Representative  at their Alpharetta office.

This position is a temporary contract role that is currently projected to be ongoing/long-term with no specific end date.

Schedule: Full-time WITH required overtime. Must be available to work Monday-Saturday from either 10 pm-6 am OR 11 pm-7 am.  2 Sundays per month will also be required. 

The pay rate is $16.00/hour.

Location: North Alpharetta


Primary functions include working in a call center environment providing technical support and troubleshooting assistance for clients. Account management responsibilities are also included.

Call Center
  • Handles incoming calls and provides technical support related to company products (hardware and software) and troubleshooting in a shared Call Center environment
  • Handles RMA setup for incoming requests for equipment repair
  • Schedules freight carrier pickups using Web based applications
  • Responds to customer requests for RMA status
  • Possess knowledge of company products, repair pricing and basic functionality
  • Builds a knowledge base of each client' s account, contact information, products, accessories and specific handling of account
  • Possesses knowledge of Contract Customer Accounts and SLAs for each and ensures quality performance is maintained


Account Management
  • Manage all phases of customer account relationship
  • Maintains customer owned inventory
  • Manages key encryption outsourcing
  • Responsible for daily, weekly and monthly reporting of account activity
  • Creates customer, internal and vendor related reports as required
  • Sets and manages client expectations
  • Develops lasting relationships with client personnel that foster client ties
  • Communicates effectively with clients to identify needs
  • Continually seeks opportunities to increase customer satisfaction and deepen client relationships
  • Identifies opportunities for improvement and makes constructive suggestions for change
  • Perform other job-related duties as assigned


Job Requirements
  • Behavior skills:
  • Discretion
  • Able to drive/conduct a large meeting
  • Analytical ability
  • Dynamic and meticulous


Competencies / Skills Requirements:
  • Must be able to follow oral and written instructions, maintain detailed records and monitor inventory activity
  • Strong written and oral communication skills
  • Possesses general computer skills including the use of Microsoft Windows and Microsoft Office products, Outlook Email and Crystal Reports
  • Typing 50wpm
  • Microsoft Word
  • Outlook


Required Education/Experience Requirements:
  • High School Diploma or GED
  • Previous Call Center or Customer Service experience


Amber Meredith

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