Job Title: Help Desk Analyst
Location: Phoenix, AZ 85027
Duration: 12 Months
Job Schedule: Primarily in-office with some flexibility
Hours: 40 hours/week, Monday–Friday (8:00 AM – 5:00 PM PT)
 
Summary
The Help Desk Representative for the Client Help Desk Team will be responsible for assisting both external and internal customers daily with a wide range of requests. This role requires the ability to provide technical and first-level support, demonstrating strong problem-solving skills and exceptional customer service.
 
Job Responsibilities

• Provide prompt and professional customer service via inbound calls in an automated call environment
• Take ownership of agency inquiries and policy change requests, ensuring accurate and timely resolution
• Analyze information to make sound decisions and resolve customer concerns
• Navigate multiple systems and applications to research and respond to inquiries
• Maintain productivity metrics and quality standards in a fast-paced environment
• Manage assigned tasks and call volumes within specified timeframes
• Collaborate with internal and external partners to deliver top-tier products and services
• Complete all tasks thoroughly and take on additional responsibilities as needed
• Demonstrate accountability and sound decision-making
• Balance multiple priorities under tight deadlines, maintaining a professional phone presence
• Exhibit strong collaboration skills with team members and business partners

 
Job/Skills Competencies

• Detail-oriented with a high level of accuracy
• Strong business acumen with a proactive attitude
• Excellent customer service skills and service-oriented mindset
• Effective at managing and prioritizing multiple responsibilities
• Dependable and reliable with consistent performance
• Team player with the ability to solve problems independently
• Strong communication skills with customers and senior partners
• Excellent written and verbal communication
• Strong analytical skills, focused on efficiency and precision
• Prior experience in a call center or customer service setting preferred
• Ability to work independently and complete assignments on time
• Committed to team goals and making decisions that yield the best outcomes
• Proficient in Microsoft Word and Excel

  

 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $21.37/hr.