Responsibilities
The American Heart Association (AHA) has an excellent opportunity for a Helpdesk Customer Service Representative II (Tier 1 Technical Support) in our National Center in Dallas, TX.
This position will transition to working remotely after successful completion of training.
Training will be in an onsite classroom following CDC guidelines.
The position pays $18.50/hour.
Training is expected to begin on July 26th.
This position required at least two years of customer service experience and two years of level one technical support experience.
This position provides technical assistance and training for AHA Instructor Network products such as MyCards, MyCourses, and My Agreements. Captures and facilities customer program complaints and feedback to the appropriate departments. These issues will be received and responded to via telephone, email and chat. Specialists will engage in meaningful chat conversations centered on educating and creating brand loyalty. In addition to handling calls, the position requires competency in developing written responses for email, and web chat. This communication reflects the corporate image and promotes services. Additional responsibilities or special projects may be assigned by direct supervisor or management team.
- Assist professional customers (doctors, nurses, instructors, training centers) with issues pertaining to professional websites, conferences, events and CPR inquires.
- Handles situations which may require adaptation of response or research according to customer response. Requires advanced problem solving
- Responds swiftly and accurately to email inquiries submitted by AHA customers within 2 business days
- Responds to inquiries of a technical or complex nature which are non-routine and require deviation from standard screens, scripts and procedures.
- Understands IT hardware and software products
- Handles problem resolution which may require follow-up and/or escalation to a high level of expertise.
- Provide guidance and support to the AHA
- Training Network consisting of training centers, coordinators, instructors, and Students using various administrative tools, support documents and knowledge.
- Aid users on learning management system platforms to allow completion of online courses
- Offers trouble shooting techniques, login assistance, account maintenance, and other misc. technology issues preventing users from competing courses
- Maintains awareness product information including monthly messaging, strategic initiatives, meetings and conferences; policies and procedures,
- Collaborates with Account Managers/field staff to ensure a uniform response and timely resolution to customer problems or concerns
- Answers general Heathcare Business Solutions (HBS) programs and Office of Science Operations (OSO) program questions and concerns
- Support supervisor and/or field staff with managing complaints and quality issues that involve investigations and actions for dispute resolution.
- Assist with taking inbound donation calls.
- High school diploma or equivalent
- At least two to five years of work-related experience
- Experience in a customer service field or call center environment.
- Ability to develop alternate solutions and make sound decisions.
- Excellent written and oral communication and presentation skills
- Computer experience with a proficiency in Microsoft Office (Access, Word, PowerPoint, Excel and Outlook Internet navigation)
- Data entry experience
Qualifications
- High School Diploma or Equivalent
- At least two (2) years of work-related experience experience in a customer service field or call center environment.
- Ability to develop alternate solutions and make sound decisions.
- Excellent written and oral communication and presentation skills
- Computer experience with a proficiency in Microsoft Office (Access, Word, PowerPoint, Excel and Outlook Internet navigation)
Preferred Experience:
- Some College