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Dahl Consulting Technical Help Desk in Maple Grove, Minnesota

Are you someone who is detail-oriented and has strong problem-solving and analytical skills? Dahl Consulting is currently partnering with a service firm specializing in test and survey administration and processing. We work one-on-one with great candidates to help connect them with local employment opportunities. This company is hiring a Technical Customer Service Agent for a contract position! Interested? Get more details below! Job Description: The Customer Service Technical Agent L1 position serves as the first point of contact. This position provides professional, high-level customer service by delivering instruction and resolving issues related to testing administration/set up, reports, Client specific testing policy, permissions, and basic application navigation. This position serves as a positive influence in a rapidly changing environment. Responsibilities: Receive, respond to and resolve inbound Client contacts on company products Manage unresolved cases utilizing appropriate resources within required timelines Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality, and overall customer satisfaction Required to achieve several internal certifications throughout training and contract duration Coordinate internal resources as necessary to ensure effective resolution Document and communicate to appropriate resources any recurring/critical client issue received Knowledgeable about assigned Program/Client, service offerings, policies/standards, and processes Report to work promptly when scheduled and adhere to agent conduct and behavior expectations Be able to work under supervision and incorporate feedback to improve performance Relate effectively and work respectfully with diverse workgroups Ability to consistently perform well during times of increased workload Manage multiple job functions simultaneously Other duties as needed