Majorel Clark | Help Desk CUA Agent

Position Summary:

Responsible for the delivery of CUA Helpdesk and associated support services for the user community across North America & Philippines. Methods of delivery will include email.

Overall Responsibilities:

• Acts as the initial point of contact for ticketing and emails from internal staff and client regarding client account issues and queries.  Administer and support (Creation, Password Reset, Deactivation) of Account tools logins
• Receiving, logging and managing tickets from internal staff via ticketing system and email
• First line support - troubleshooting of client user account related problems. Initial troubleshooting of Client tool related logins prior client or other IT department escalations
• Escalate unresolved client user account issues and management to other support team and create Mission Control and BTS (IT Team) for Client Tool related issues
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Creation, deletion and management of client user accounts
• Updating Role Matrix Tracker
• Monthly update of Client Audit Report
• Sending Daily reports on account report
• Communicate progress and follow up in a timely manner to the Operations and responsible support groups to include Client, IT and Operations team in resolving escalated tickets
• Maintain the Client tools matrix per account and per region
• Maintain monthly SMART card activation, Deactivation and audit process

Job Requirements:

• Strong knowledge of various OS and software such as Windows 7, Windows 10, MS Office Suite (Word, Excel, PowerPoint, Visio, Access & Project) usage.
• Diagnostic and analytical skills for user account related issues
• Basic computer abilities with the understanding of terminology and functionality.
• Excellent communication and presentation skills - written, verbal and telephone manner
• Excellent organizational skills
• Proven problem solving and troubleshooting skills related to user account management, facilitating the efficient and effective identification of problems and application of appropriate solutions.
• College/Associates Degree or Bachelor’s Degree in related field 
• Minimum of 1 year of experience in a technical support environment, user account management or similar role
• Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction
• Ability to multitask - Sense of urgency; maintain a positive attitude