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CUSTOMER CARE INSTRUCTIONAL HELP DESK
Ref No.: 16-04846
Location: Orlando, Florida
  1. Position Title:
CUSTOMER CARE INSTRUCTIONAL HELP DESK
  1. Position Id:
RFQ1612265
  1. Client:
Orange County Public Schools, FL
  1. Duration
Tentative Start Date: January 23, 2017/ 2080 Hours
  1. Work Location
Orlando, FL
  1. Bill Rate From Client
Confirming
  1. Interview Type: In Person/Phone
In Person
  1. US Citizenship Mandate: Yes/No
No
  1. Skills Matrix Mandate from client: Yes/No
Yes
  1. RTR Mandate from Client: Yes/No
No
  1. # of References Mandate from Client: Yes/No
NA
  1. Front End Name:
Pre - sales
  1. End Client due date?
December 14, 2016 2:00 P.M E.S.T
  1. Internal due date?
12/13/2016
  1. Important skills needed to fill this position includes-
Mentioned Below
  • Project name:
  • Project description:
  • Any additional information which is important to fill this position.
please submit no more than two (2) candidates

Job goal:
To provide customer service and technical support on software applications, with the ability to capture the standard operating procedures for support.

Customer Service Skills:
Proven customer service skills: must have worked as a trainer and/or support person in the past and musthave two to three years' experience within the last five years (member of a service desk and/or trainingteam).
Ability to learn complex applications.
Proven knowledge seeker, life-long learner.
Ability to set priorities in the planning and coordinating of work efforts necessitated by training andsupporting those involved in a program rollout.
Problem solving skills – deductive reasoning skills.
Ability when requesting assistance to thoroughly research, describe and document an issue, question orproblem, giving examples.
Ability to train, mentor and coach persons with varied levels of skills and abilities.
Ability to verify the work of those being trained, mentored and coached and to redirect as necessary.
Ability to assess readiness of those being coached, mentored, and trained.
Ability to adapt to last-minute changes and transfer updated information to those being trained.
Ability to recognize the difference between an incident (a one-off situation) and a problem (trending issue) and advise supervisor of trending issues as they arise.
Ability to politely deflect situations when asked to perform duties not in one's job description.
Ability to understand and adhere to rules of conduct and business.
TECHNICAL SKILLS: FILLED BY CANDIDATE
Proven Microsoft Skills including Office, Word, Excel, PowerPoint and Outlook
Familiar with internet browsers including Internet Explorer, Chrome, Firefox and Safari.
Familiar with Apple iOS, Mac OS, Windows versions 7, 8 and 8.1.
Experience in the use of web-based application systems.
Ability to use a PC, fax machine, copier, and telephone.