Helpdesk Support - Little Rock AR

Company: TCA Consulting Group Inc.
Location: Little Rock, AR
Posted On: 10/24/2009

DFA is implementing a new application (ATAP) as part of a state-wide enhancement of the Arkansas Integrated Revenue System. The ATAP Web based system will allow Arkansas Retailers the ability to enroll, monitor critical tax information, and pay State Tax. Customers/End Users of the ATAP System will be Arkansas businesses who pay Arkansas State Sales Tax. Call Center Agents will be trained on ATAP and will be responsible for guiding Customers through the system, answering questions and escalating unresolved issues to the next level of support.<BR><BR>Position Roles & Responsibilities:<BR>Years of Experience: 3 or more years field experience<BR>Education: 2 year college degree or equivalent technical study<BR>Provide Customer/End User support.<BR>Read and comprehend advanced user manuals and publications.<BR>Makes appropriate use of reference publications and diagnostic aids in resolving problems.<BR>Detect and identify application errors.<BR>Prioritize and schedule own workload.<BR>Assist in identifying potential changes in the application.<BR>Provide accurate and complete answers to general use and administrative environment questions in a timely manner.<BR>Communicate accurate and useful status updates.<BR>Manage and report time spent on all work activities.<BR>Follow quality standards.<BR>Ability to work in a team environment<BR>Complete assigned tasks.<BR>Strong communication skills; both written and spoken. <BR>Knowledge of system relationships and dependencies.<BR>Anticipate and resolve issues specific to the team.<BR>Determine time estimates and schedule for own work and resolve issues in a timely manner.<BR>Identify and track issues, risks and action items.<BR><BR>SKILLS<BR>Excellent oral and written communication Required 5 Years <BR>Application Call Center Support Required 2 Years <BR>Working with end users Required 3 Years <BR>Problem solving and follow-up skills Required 3 Years <BR>Multitasking Required <BR>Ability to learn new systems Requireddf-lj More...

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