IT Help Desk (Call Center Agent)

Are you passionate about providing exceptional customer service and solving technical issues? Are you looking for an exciting opportunity to work in a fast-paced environment with a leading global company? Look no further! Covance is seeking a highly motivated IT Help Desk (Call Center Agent) to join our team. As a member of our help desk team, you will have the opportunity to use your technical expertise and communication skills to assist our clients with their IT-related inquiries. We are looking for individuals who are dedicated, detail-oriented, and thrive in a dynamic, customer-focused environment. If this sounds like you, we encourage you to apply for this exciting role.

1. Provide exceptional customer service by understanding and addressing the technical needs of clients.
2. Troubleshoot and resolve technical issues reported by clients through various channels such as phone, email, or chat.
3. Maintain a high level of professionalism and empathy while assisting clients with their inquiries.
4. Utilize technical expertise and resources to efficiently and effectively resolve technical issues.
5. Document and track all customer interactions and resolutions in a timely and accurate manner.
6. Collaborate with other team members to identify and implement solutions to recurring technical issues.
7. Stay up-to-date with the latest technology trends and developments in order to provide the best support to clients.
8. Follow established procedures and protocols to ensure a consistent and efficient customer experience.
9. Prioritize and manage multiple tasks and inquiries to meet or exceed service level agreements.
10. Provide timely and effective communication to clients regarding the status of their technical inquiries.
11. Contribute to a positive and team-oriented work environment by actively participating in team meetings and sharing knowledge and best practices with colleagues.
12. Continuously strive to improve processes and procedures to enhance the overall customer experience.
13. Adhere to company policies, procedures, and confidentiality guidelines.
14. Maintain a positive and professional demeanor in all interactions with clients and colleagues.

According to JobzMall, the average salary range for a IT Help Desk (Call Center Agent) in Durham, NC, USA is between $33,000 - $50,000 per year. The exact salary may vary depending on the specific job requirements, experience level, and employer. Some employers may also offer additional benefits such as bonuses, health insurance, and paid time off.

Covance Inc. is a contract research organization headquartered in Princeton, New Jersey, providing nonclinical, preclinical, clinical and commercialization services to pharmaceutical and biotechnology industries. The company is owned by LabCorp and employs more than 50,000 people in over 60 countries. In 2014, Laboratory Corporation of America- Labcorp, purchased Covance.