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As a CPS Technical Help Desk Service Representative, you will deliver a remarkable customer experience. You will ensure customer satisfaction, even in challenging situations by assisting cardmembers and Program Administrators with basic troubleshooting on Access Online.

You will resolve customer questions and navigational issues efficiently, consistently and accurately.

Responsibilities include:

Troubleshooting and resolution over various online platforms; providing quality support by responding to cardmember and Program Administrator inquiries and resolving problems associated with computer networks and hardware and core business applications; isolating problem source and collaborating with select internal resources to resolve; educating cardmembers and Program Administrators and partners regarding the functionality of online payment services and expense management tools available to them; supporting cardmembers and Program Administrators in resolving login issues and following up to ensure problem resolution; opening tickets and tracking all activities; defect identification for quarterly software releases.

To excel in this role you will identify, research and solve problems with a focus on first call resolution; communicate in a professional, friendly and empathetic tone; and effectively utilize tools and navigate systems.

You will be responsible to adhere to call center scheduling as assigned as you will be working in an inbound call center environment taking inbound calls, responding to emails and corresponding with clients using a live chat application.

If you have a positive attitude, a commitment to following processes and regulations, a passion for performance, and a desire to make a difference in the lives of our customers with every interaction, then a Technical Help Desk Service Representative position is the next step in your career path.

***This help desk will operate 24 hrs/7 days a week.

Basic Qualifications
- Bachelor's degree, or equivalent work experience
- Course work in telecommunications and/or applications programming
- One to two years of experience in the telecommunications or applications programming field

Preferred Skills/Experience:
- Excellent verbal, interpersonal and written communication skills
- A professional, friendly and empathetic demeanor
- Proven troubleshooting and problem solving skills to identify issues, possible solutions and customer focused presentation of options or appropriate escalation


Associated topics: assist, assistance, client, help, network, pc, support specialist, technical support specialist, technician i, technician iii

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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