Minneapolis, MN30+ days ago
Responsibilities: Provide Level one support through phone, chat and self-service; record requests, incidents and status information through the use of firm's ticket handling system Manage daily individual performance based on key performance metrics including average handle time, available time, speed of answer, call/chat resolution and customer service Meet and/or exceed service level agreements for all support interactions such as phone, chat, and tickets Support the implementation and deployment of internal business systems and solutions Proactively maintain communications with callers through analysis and resolution processes, particularly in difficult customer situations by keeping them informed of the status Help train and support our new hires via peer advising if required; utilize and contribute knowledge articles to the knowledge base Qualifications: Minimum one year of recent experience in a Service Desk Support and Customer Service Support role Bachelor's degree from an accredited college or university is preferred Demonstrated knowledge related to hardware, Windows OS web-based and third-party applications, network and remote connectivity, and iOS/Android mobile platform Knowledge of MS Office 2013 Product Suite and Office 365 with extensive knowledge supporting Outlook; familiarity around wireless capabilities, mobile devices, hot-spots, and air cards Ability to multitask and function in a fast-paced, high-energy environment; able to quickly learn and retain information by means of written and verbal instruction; capable of demonstrating extensive troubleshooting skills Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and teamwork; ability to build productive relationships with peers; able to work a flexible schedule, including weekend days, to support 24/7 environment Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa) KPMG LLP and its affiliates and subsidiaries ("KPMG") complies with all local/state regulations regarding displaying salary ranges. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation.