Validate the employee asking for a password reset is an employee and provide password reset support via phone or chat and meet or exceed service level agreements for password resets

Record requests, incidents and status information through the use of firm's ticket handling system

Once password resets are mastered, move into traditional help desk support, high call volume ticket resolution issues as a level one analyst

Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service

Meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets).

Maintain communications with callers through resolution processes, particularly in difficult customer situations by keeping them informed of the status

Ability to work a flexible schedule, including weekend days, to support 24x7 environment

Utilize and contribute knowledge articles to the knowledge base

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Required Skills & Experience

Experience in Service Desk Support and Customer Service Support Technical experience in validating employee and resetting passwords

Knowledge of MS Office 2013 Product Suite and Office 365

Ability to multitask and function in a fast-paced, high energy environment Ability to quickly learn and retain information by means of written and verbal instruction

Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work

Ability to build productive relationships with peers

SHIFT: M-F 7am-4pm EST!

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.