HelpDesk Support

Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation

Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps

Tier 1 technical support

This is what I call an advanced customer service role because it may require taking things back to the basics without being able to see what the user sees on their screen as we can’t remote into a personal computer

These individuals need to have a strong helpdesk background but will be solely focused on applicant support and support of application processing

Improves client references by writing and maintaining documentation

Participates in development of client training programs by identifying learning issues and recommending instructional language