09/22/2020
Help Desk Agents monitor and respond to incoming phone calls from schools, districts, and field representatives to support data collection activities during the NAEP (National Assessment for Educational Progress) study. Agents may also be assigned to respond to voicemails, emails and engage in live chat support.
· Duties & Responsibilities:
· Monitor and respond to phone calls, voicemails, emails and live chat as assigned by Supervisors and Task Advisors.
· Ensure and adhere to project confidentiality requirements at all times.
· Record all incoming issues using call tracking software on the computer.
· Promptly follow up on all assigned Help Desk tickets.
· Agents are expected to attend all scheduled training sessions.
· Agents are responsible for learning NAEP material in the Help Desk knowledge base. Supplemental training and activities will be scheduled as time permits to reinforce initial training.
· Must be dependable and able to work full-time 40-hour weeks. Shifts are available initially during the morning, and afternoon and early evening during later phases of the project. Agents are expected to be ready to take calls at the start of the shift.
· Must be flexible and willing to help out on other tasks as they arise. These tasks are assigned by Help Desk Supervisors and Task Advisors. Examples include but not limited to: calling schools for follow up, project testing, receipting school folders, or assist with other operational tasks.
· Help Desk agents will be monitored on voice calls and live chats for quality assurance on a scheduled basis according to desired performance.
Required Qualifications:
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· High School Diploma or equivalent.
· Must agree to submit to a federal government background screening (eQIP)
· Minimum 1 year customer service or Help Desk/call center experience.
· Must exhibit professional courtesy and proper phone etiquette when speaking with callers, and have a clear, easily understandable speaking voice.
· Strong problem-solving skills, adept at tackling a wide variety of issues (someone who enjoys the challenge of problem-solving will enjoy the NAEP experience).
· Must be able to work in a fast paced environment and quickly adapt to workloads with increasing complexity.
· Ability to use reference materials from a variety of sources such as network-based electronic files, printed manuals, and the internet.
· Basic working knowledge and experience with Windows computers, tablets and browser-based web applications.
· Agents hired for the Spanish speaking position must be fluent in written & spoken Spanish and able to apply the above relevant qualifications in Spanish.
Preferred Qualifications and skills:
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· 2 year Associate's degree or higher in an IT related or customer service field, IT Certification is a plus.
· Advanced technical troubleshooting background with ability to explain computer terminology and use technical solutions to help individuals with limited computer hardware and software skills is a major plus. This includes but is not limited to: wired and wireless printers, wireless hotspot devices, laptops, mobile phones, tablets, Windows PC and MacOS X systems and modern web browsers (Chrome, Firefox, Internet Explorer, and Safari).
· Experience with Microsoft Excel, Word and Outlook up to an intermediate level is a plus.
· Agents working on live chat or Email must have excellent typing skills (minimum 30 wpm), professional electronic communications etiquette, accurate spelling, good sentence composition skills, and the ability to answer questions in grammatically correct non-technical style, concentrating on brief questions and answers.
