Job Description
Note: The job is a remote job and is open to candidates in USA. Cherokee Federal is a provider of support, services, and solutions to federal and commercial customers. They are seeking a Tier I Help Desk Agent to provide technical support to end users via phone, live chat, and email, ensuring customer satisfaction and effective problem resolution. Responsibilities Customer service-oriented, Help desk support agent to provide technical support to users in an efficient, accurate and professional manner Customer front line contact expected to solve basic technical problems and provide support for all assigned areas The goal is to ensure the customer value is maintained to the standards set forth by the company and customer Provide first level contact and convey resolutions to Federal and Industry users’ issues via phone, chat and email Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports) Properly escalate unresolved queries to the next level of support Track, route and redirect problems to correct resources Walk customers through problem solving process Assists the customer base in troubleshooting and configuration of Internet browser settings Follow up with customers, provide feedback and see problems through to resolution Utilize excellent customer service skills and exceed customers’ expectations Ensure proper recording, documentation, and closure of incident tickets Preserve and grow your knowledge of help desk procedures, products and services Performs other job-related duties as assigned Skills US Citizen Active Public Trust or the ability to obtain a Public Trust Minimum of a High school diploma or equivalent is required Possess excellent grammar and writing skills in English, required Ability to speak professionally in the English, required Ability to see, hear, read, and write Ability to multitask in a high-volume Help Desk/Contact center environment Ability to assess, mitigate complex issues utilizing sound judgment and compassion Reliable Internet service and a dedicated work area without any distractions or noise Must pass pre-employment qualifications of Cherokee Federal One (1) year of experience in call center or help desk environment is preferred One (1) year of customer service experience is preferred Working knowledge of Windows 10 and computer basics Working Knowledge of MS Edge, Mozilla Firefox, Google Chrome (understands Configuration Settings, how to access/update settings) Basic knowledge of Microsoft Office products (IE: Outlook, Excel, Word, MS TEAMS) Basic knowledge of computer file structure and utilization of various computer tools (IE: snipping tool, basic commands) Familiarity with CRM or ITSM tools (incident ticket logging and tracking software) Ability to learn and retain complex information, preferred Company Overview Cherokee Federal, a division of Cherokee Nation Businesses, is a trusted team of government contracting professionals who can rapidly build innovative solutions. It was founded in 1969, and is headquartered in Tulsa, Oklahoma, USA, with a workforce of 5001-10000 employees. Its website is