- Anthem Vivity HMO & Delta Care USA Dental - Orange County's Credit Union (OCCU) covers 100% of the associates' monthly premium
- Life insurance at no cost to employee.
- 401(k) OCCU automatically contributes 3% of the employees earnings PLUS matches up to 5% of the employees contribution (dollar for dollar)
- Vacation hours 13 days per year and rolls over year to year, and increases with tenure
- Sick hours 7 days per year and rolls over year to year
- Paid Holidays 12 days per year plus 3 partial days
- Annual performance merit increases
- Professional and personal development programs, including educational grants up to $2k per year, and step progression opportunities
- Annual discretionary bonus
- Professional, friendly work environment focused on achieving goals, recognizing successes, and excelling at member service.
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Taking ownership of associate issues reported and seeing problems through to resolution
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by associates
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Record events and problems and their resolution
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Follow relevant procedures to resolve incidents and fulfill requests within agreed upon service level agreements (SLAs)
- Excellent people and communications skills
- Windows Client Operating systems
- Common web services (intranet, O365, etc.)
- Standard user environment (File shares, Print, MS Office)
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Service Desk Representative - Santa Ana, United States - O. C. Credit Union
Description
Exciting Opportunity at Orange County's Credit UnionCREDIT UNIONS PURPOSE: Simple Banking. For People, Not Profit.
CREDIT UNIONS CORE VALUES: Integrity, Service Excellence, Growth & Development, High Performance, Mutual Respect, Community, and Fun
Workplace Excellence. Through our associates' opinions and voices, Orange County's Credit Union is a proud recipient of the Peter Barron Stark Best of the Best Award for highest associate satisfaction in the workplace As a leading financial service provider with over 80 years of experience serving 123,000+ members, Orange County's Credit Union is currently $2+ billion in assets & growing.
Your Benefits Start Day 1- Generous Benefits Including:
You will play a crucial role, supporting associates throughout the organization and working with colleagues on the Service Desk team to ensure the highest level of customer service and the most efficient user experience. Ideal candidates will approach every situation with the associate (user) in mind.
The Experience You Will Bring
Experience/ Training/ Education:
A qualified candidate will have at least 1.5 years experience in a similar role. Individuals should also possess a working knowledge of the following technologies as well be able to learn new technologies as they are introduced into the environment:
The targeted hourly range is $33.00 per hour to $35.00 per hour. Final offer will be determined based on experience, education, training/certifications and specialized skills.
We perform thorough background checks, credit checks and pre-employment drug screening. EOE
