Job Description
Job Description
Overview
At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.
Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.
To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.
Responsibilities
We are looking for a customer service oriented Help Desk specialist to provide technical support to user in an efficient and accurate manner. You will be considered as the organizations front line staff and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customers value is maintained to the standards set forth by the company.
- Provide first level contact and communicate resolutions to end users via phone for ticketing system
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Properly escalate unresolved questions/issues to the next level of support
- Track, route and redirect problems to correct resources
- Meet or exceed SLAs in response to resolving tickets and phone support request
- Install, modify, and repair computer software
- Walk end users through problem solving process
- Follow up with end users, provide feedback and see problems through to resolution
- Use excellent customer service skills to exceed users' expectation
- Recommend procedure modifications or improvements as needed
- Preserve and grow your knowledge of help desk systems, products, and services
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Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.
Qualifications
Education/Training:
- High school diploma, GED or equivalent
- Prior information technology or help desk experience preferred
- BSc/BA in IT, Computer Science or relevant field a plus
Skills:
- Proven experience as a help desk technician or other customer support role in
- Tech savvy with working knowledge of office automation products, remote endpoint management tools.
- Excellent communication skills
- Customer-oriented, ability to work independently as well as in a team and remain on task
- Good understanding of computer systems, mobile devices and other technology products
- Ability to diagnose and resolve basic technical issues quickly
- Must have a valid driver's license
Experience:
- A minimum of two (2) years related experience required. Preference will be given to candidates with previous help desk/call center experience
- All applicants must be 18 years of age or older