Helpdesk Customer Service Representative

You’re Excited About this Opportunity Because You Will…

• Respond to telephone calls and email requests
• Triage and organize tickets according to priority
• Escalate problems to appropriate teams
• Provide assistance and training with PC hardware and applications

• Assist technicians with the installation of PC hardware and software and provides assistance to users with varying technical abilities
• Maintain inventory of IT assets within the Bank

• Document customer interactions using the Bank’s ticketing system
• Document installation and troubleshooting procedures for new and existing Bank software

• Assists in ensuring that the Bank uses best practices for information systems

We’re Excited About You Because You…

• Take initiative and independent action, operate as a pro-active self-starter, act on opportunities, and practice self-development.
• Are adaptable and flexible, aren’t afraid of change, open to new ideas, take on new challenges, handle pressure, adjust plans to meet changing needs.
• Have integrity and ethics to deal with others in a straightforward, honest manner, are accountable for your own actions, maintain confidentiality, support company values, and convey news good or bad.
• Have good interpersonal skills including active listening skills and negotiation techniques.
• Have the vision and values of BSB!
• Have a strong organization system and use that system for the improvement and advancement of personal and team goals.
• Have the desire and ability to maintain knowledge and skill currency within the fast-changing technological realm.

You’ll Love Working at Bangor Savings Bank Because We…

• Are a successful, vibrant, and innovative company.
• Care most about our employees, our customers and our communities.
• Believe every interaction is an opportunity to provide a “You Matter More” experience.
• Believe in autonomy & initiative taking.
• Are a technologically and data-driven business.
• Have a smart, experienced, and diverse leadership team that wants to do it right & is open to new ideas.
• Have a beautiful new campus in Bangor, Maine.

Compliance and Control:

• Assists in ensuring that the Bank is in compliance with local, state and federal regulations

General:

• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Competencies –

• Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, adjusts plans to meet changing needs
• Initiative – Takes independent action, operates as a pro-active self starter, acts on opportunities, practices self development
• Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
• Interpersonal Skills – Has good listening skills,
• Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, incorporates vision when planning.

Knowledge/Skills/Experience Requirements:

• High school diploma or equivalent
• 1 – 2 years IT related experience
• Proficiency with Microsoft products such as Windows 10 and Microsoft Office a plus
• Working knowledge of personal computers
• Professional telephone skills
• Excellent customer service skills

Physical Demands/Conditions Requirements:

• General office environment
• Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required

Equipment Used:

• General office equipment
• External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.