Helpdesk Agent

Role Overview

Helpdesk Agent at AtkinsRéalis. Location not specified in source.

Role Purpose

Manage client service requests across multiple channels—inbound and outbound telephone calls, emails, web requests, and walk-ins—and deliver prompt resolution while maintaining accurate documentation and customer satisfaction.

Key Responsibilities

Client Service Management

• Manage client service requests via inbound and outbound telephone calls, emails, web requests, and walk-ins.
• Provide prompt resolution to customer inquiries by providing appropriate and accurate information.
• Follow up in a timely manner to ensure customer satisfaction.

Documentation & Systems

• Accurately document and update records in required systems.
• Understand all programs, systems, and procedures necessary to perform job effectively.

Communication & Escalation

• Communicate with customers to attempt to bring resolution where applicable.
• Communicate feedback and progress to management.
• Escalate customer complaints and/or calls through the appropriate channels to management.
• Maintain diplomacy and tact when dealing with upset or escalated calls.

Continuous Improvement

• Provide feedback to management concerning possible problems or areas of improvement.
• Make recommendations to implement improved processes.

General Duties

• Perform other duties as assigned by management.

Skills & Competencies

• Proficient personal computer skills, including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team fostered environment.
• Ability to work in a multi-tasked environment.
• Ability to prioritize and organize work.
• Ability to adapt to a flexible schedule.
• Ability to maintain the highest level of confidentiality.

Additional Information

• Worker Type: Employee
• Job Type: Regular