Help Desk Support IV (Contractor)

Job Description

Job Description

Please note that this is not an IT support role.

This is more of an Accounts Payable customer service rep.

This is an office-based position. Per the Agreement, selected candidate will need to be eligible to return to office. Please note that suppliers will need to attest via Smartsheet prior to the offer being submitted in Beeline.

Issuetrack - this is the ticketing system that is used tickets received from employees and vendors tickets assigned to team members and they work through issues; may triage to other teams as necessary

Must have good understanding of different processes within procurement to pay this group takes total accountability for each ticket from start to close

Moved to a new instance of the same system recently, not only provide a response but also lead that submitter to be able to resolve in the future - important for that person to help be more forward thinking.

Must have good analytical skills

Phone etiquette - not a lot of calls, but must be able to take calls and enter in ticketing system as needed

Supporting various projects as needed

8-5p EST

All virtual right now, but plans to transition into the office eventually; local to be in the office

Interview process - 1st with manager, 2nd with direct leader and his leaders

Looking for those with any customer service experience

those who worked with any program (not necessarily Issuetrack)

This is for the Accounts Payable team. They had these previously as a Customer Service role, but they wanted a higher caliber candidate who could kind of consult with the managers to help them correct whatever issues they may have in the future so they had to use the helpdesk template as it has a higher bill rate.

Its handling any issues / questions from procurement to payment. So if managers or various vendors have questions about their invoicing, they will submit a ticket through the Issuetrack system. This person will take that ticket, and reach out to resolve the issues....then follow back up with the manager / vendor.

Looking for those with strong customer service experience. The manager there now came from a retail background. Just need a polished professional who also can pick up the AP process quickly.

Please ensure that the candidates submitted are aware about the temp to perm aspect of this opportunity. The role has a 3-6 month learning curve and the manager wants someone who is serious about the role and that means they would be potentially required to come into the HQ office this year.