Help Line Agent II

Title: Help Line Agent II Location: Richmond, VA or Cayce, SC Duration: 1 year Description: This level is staffed by individuals who have help desk & call center experience delivering excellent customer service. This position is 100% phone support. Top SkillsRecent and Relevant Help Desk ExperienceGreat Customer Service Skills, Strong analytical, troubleshooting and typing skillsAt least 1 year of IT Phone Support experience Experience Required:Computer hardware/software, iDevices, Tough Books, Windows 7 & 10 OS, MS Office suite, Share Point, Active Directory, Skype, Mainframe, Print management toolsExperience working with ticketing systemsServiceNow ticketing system experience is preferredStrong analytical/troubleshooting skills with experience identifying issues quickly to determine if the solution can be applied during the call or if the issue requires escalation is also required. Additional experience and qualities desired include:Personable and approachable,Excellent communication skills, strong typing, writing, and reading skills, active listening skills,Experience working and contributing to a team environment supporting contacts via phone, email, and self-service portal,Ability to identify and solve problems quickly/escalate issues efficiently,Familiarity with knowledge process for creating procedural articles is desirable,Ability to multitask while client is on the phone by researching knowledge and documenting tickets,Demonstrated competency in logical and analytical thinking,Experience in the adaptation and application of rapidly changing technology to business needs,Proficient at exercising self-discipline and mindfulness in open call center environment,Experience working in contact center environment where the importance of adhering to scheduled breaks is measured,Experience working and performing well in environment where individual performance metrics and scores are measured monthly, Work will be 50% remote -alternating one week in the office, one week at home. Ability to work any 8-hour shift within 6AM-6PM EST time span as needed. Benefit:SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, EAP (Employee Assistance Program) and hospital indemnity insurances. Additional benefits SPECTRAFORCE offers to the eligible employees include commuter benefits, 401K plan with matching and a referral bonus program. SPECTRAFORCE offers unpaid leave as well as paid sick leave when required by law. Employees who will be filling this role will also be eligible for PTO as per the client''s specific policy. Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at [Click Here to Email Your Resumé] if you require a reasonable accommodation.For the full list of our open positions, please check - provided by Dice

Created: 2025-10-04