Help Desk Agent (Hourly)

29108BR

Job Title :

Help Desk Agent (Hourly)

Location : MD - Gaithersburg

Job Description :

Westat is seeking Help Desk Agents who will be responsible for answering live phone calls, responding to voicemails, emails, and live chats, and following up on unresolved issues in a timely manner.

The Help Desk Agent shift is 9 : 00 am - 5 : 30 pm, Monday - Friday.

The position is to work 5 days per week on-site at our office location in Gaithersburg, Maryland, and requires individuals who are dependable, self-motivated, and able to work effectively in a team environment.

Job Responsibilities :

• Monitor and respond to phone calls, voicemails, emails, and live chat in a timely manner as assigned by Supervisors and Task Advisors.
• Work in-person / in-office at the Gaither Road location, 40 hours a week.
• Complete project non-disclosure forms and ensure and adhere to project confidentiality requirements.
• Adhere to protocol regarding use of work equipment and resources.
• Record all incoming issues using ticket-tracking software.
• Promptly follow up on all assigned Help Desk tickets.
• Agents are required to attend all training sessions and any scheduled meetings after training.
• Agents are responsible for learning project material in the Help Desk knowledge base and other reference materials.
• Must be dependable and able to work a full-time 40-hour schedule according to your assigned shift. Agents are expected to be ready to take calls at the start of the shift.
• Must be flexible and willing to help with other tasks as they arise. These tasks are assigned by Help Desk Supervisors and Task Advisors. Examples include but are not limited to calling schools for follow-up, project testing, or assisting with other operational tasks.
• Help Desk agents are monitored on voice calls and live chats for quality assurance on a scheduled basis.

Basic Qualifications :

Preferred Qualifications :

Minimum Qualifications :

These assignments are temporary hourly positions. Benefits are based on hours worked and tenure.

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, or any other protected status under applicable law.

Job ID : 29108BR

Target Pay Rate : 17.75

Career Area :

Research - Survey Support