Oportun. Inc

  • Service Desk Agent

    Job Locations MX-GUA-Leon
    Job Post Information* : Posted Date 5 days ago(7/11/2019 12:49 PM)
    Req No.
    2019-8242
    # of Openings
    1
    Category
    Information Technology
  • Overview

    ABOUT OPORTUN

     

    Oportun is a mission-driven, technology-powered provider of inclusive, affordable financial services and a certified Community Development Financial Institution (CDFI).

     

    We seek to serve the 100 million people in the US who are shut out of the financial mainstream because they are credit invisible or are mis-scored because they have limited credit history. By lending money to hardworking, low-to-moderate income individuals, we help them move forward in their lives, demonstrate their creditworthiness, and establish the credit history they need to access new opportunities.

     

    Since 2006, we have lent over $6.8 billion through over 3.1 million affordable small dollar loans and have helped over 730,000 people start establishing credit. In recognition of inventive approach, we were recognized by Time Magazine as one of 50 Genius Companies inventing the future.

     

    The Bay Area News Group recognized Oportun as a Top Workplace in 2019. Come and be a part of our community of employees, partners, and customers who are devoted to expanding financial opportunity for millions. When we work together, we can make life better.

     

    Responsibilities

    The Service Desk Agent is the first point of contact for the users who call our IT Service Desk.

    While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

    • Support for computer hardware and any authorized desktop software
    • When the restoration of service is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members with proper/required documentation.
    • Develop trends by monitoring and analyzing incoming calls, problems and support requests
    • Attend incoming requests and issues via all approved communication channels to ensure courteous, timely and effective resolution.
    • Logging of each request or incident into ServiceNow
    • Correct categorization and prioritization of tickets according to Priority Matrix
    • Identify and learn appropriate software and hardware, used and supported by the organization
    • Perform post-resolution follow ups to ensure fulfillment.
    • Reinforce SLAs to manage end-user expectations

    Qualifications

      • 1-3 years Help Desk or IT support experience
      • Excellent proactive problem solving and issue resolution skills Availability to work rotating shifts
      • Customer service/satisfaction experience is key.
      • Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities
      • Familiarity with the fundamental principles of ITIL/COBIT/SDaaS
      • Exceptional written and oral communication skills, ability to remain composed and professional in stressful, high pressure situations
      • Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization
      • Exceptional Teamwork spirit
      • Windows OS, Mac OS
      • Mobile Devices iOS and preferred Android
      • Fluent in Spanish and English
      • Exceptional Resolution skills
      • Good knowledge of 5 out of the following:

       

        • OKTA Admin
        • MS Exchange Admin
        • MS Azure Admin
        • MS Active Directory
        • ServiceNow
        • Five9 Admin/Supervisor
        • Network/VPN
        • Apple MAC

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