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Job Posting Details
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Thomson
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Help Desk Call Center Analyst - 3rd Shift
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| Compensation: Competitive |
| WI-Milwaukee
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Thomson Financial is a leading provider of information and technology solutions to the global financial community. We are currently adding a Help Desk Call Center Analyst to our team in Milwaukee, WI.
The Analyst will work in a Call Center environment asnwering ACD calls from Thomson Financial client Help Desks on Help Desk supported products. The Call Center Analyst will be expected to take customer callse, resolve complex issues and/or escalate to support areas. On a daily basis the Help Desk Analyst will manage client requests and communication via Remedy CRM product in a highly responsive and professional manner. Other duties include performing system health check, sending firm print data, customer communication, internal escalation/communication, and shift reporting.
The incumbent of this role will:
-Accurately and efficiently assess severity level of issues, escalating to support areas as appropriate (often immediately), owning and driving the effort until full resolution is achieved.
-Supports efforts to ensure that client issues are resolved as quickly as possible and within required service level targets.
-Highly developed customer service skills including excellent verbal and written communiction skills.
-Ability to quickly learn and master new software applications.
-Experience in a fast-paced team environment with frequently changing priorities.
-Ability to manage time sensitive situations.
-Ability to work with minimal supervision.
This position is 3rd shift, 11:30pm - 8am, and may require occasional 2nd shift coverage and travel up to 5%
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Requirements:
-Experience with MS Office
-Strong written and verbal communication skills
-Technical apptitude and/or IT certifications desired
-Minimum of 2 years experience in a Call Center Environment
-Issue Escalation and Documentation skills are a plus
-Bachelor's Degree
The Thomson Financial Culture
Our employees embrace a number of commonly shared values - collaboration, accountability, customer focus, a bias toward action and results, entrepreneurial spirit and, at all times, the highest ethical standards. These values represent the behavior each employee is expected to exhibit in their role. In our view, fostering a culture that embodies these values will lead to success and growth for our employees and our business.
Thomson Financial is proud to be an Equal Employment Opportunity/Affirmative Action Employer.
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