Help Desk Specialist I

Consider Advance America for meeting your personal and professional goals!

As the nation’s largest payday cash advance company, Advance America continually seeks professionals who care about helping others. The company is an equal opportunity employer and employs a diverse, professional full and part-time workforce that share values such as teamwork, integrity, and respect.

Advance America is listed on the New York Stock Exchange and is a founding member of the Community Financial Services Association (CFSA), an industry trade group. As a leader in the industry, we hold ourselves to the highest standards and serve as an example of the professional benchmark that financial services companies can achieve.

Responsibilities of the Help Desk Support Specialist (Level I) include resolving field issues using the knowledge base. Also involves coordinating with Analysts (Level II) to ensure that defects and other higher level issues are resolved in a timely manner. Answer incoming calls and follow up on issues sent via email, providing first level support resolving known issues to known problems using the HEAT Knowledge base. You must be well on your way to a resolution within 20 minutes of call initiation. Once you reach the 20-minute mark, you must notify a level II analyst or the supervisor who will review your status to determine if you should continue or escalate the call. Consult with a level II analyst for resolution when information is not available in the HEAT knowledge tree.    Accurately and consistently log all problems utilizing HEAT call management software, initiating an incident ticket to track each problem. May escalate problems, when necessary to Level II analysts. Follow up open issues daily to ensure adequate resolution on software issues and installation of replacement hardware components.  Add new solutions to the knowledge base as these are found to be credible.  Other Duties as assigned. QualificationsEQUIVALENT EDUCATION LEVEL REQUIRED –Associate Degree, technical certification, or higherDemonstrated interest in continuing educationEXPERIENCE REQUIRED –1 - 2 years customer service experience1 - 2 years Point of Sale system or PC hardware/software experienceKNOWLEDGE REQUIRED -Entry level knowledge of Windows NT, XP, and PC hardware. Excellent telephone mannerisms and customer service skillsTeam mentality. Ability to follow direction.Entry level knowledge of call tracking software and troubleshooting methodologiesAbility to prioritize issues and make judgment decisions.Excellent verbal and written communication skills. Persistence in seeking resolution.

As guidance for daily business, all Advance America employees embrace these values:

Respect Your Customers: Treat them with dignity and courtesy at all times. Respect Your Associates: Treat them as you would like to be treated. Respect Yourself: Work hard & use good, ethical judgment in everything you do. Respect the Law: It is there to protect us and our Customers.

Equal Opportunity Employer
Advance America does not discriminate on the basis of race, religion, color, national origin, sex, age, pregnancy, disability, veteran status, citizenship or any legally protected category in connection with any phase of the employment process, including, but not limited to, selection, hiring, promotion, termination, compensation, training and benefits. It is also the practice and policy of Advance America to comply with all applicable federal, state, and local laws.