Job Summary
Provide support for technical issues/requests/questions in a 24/7 call center environment. Productivity and performance is managed through real-time metrics, call/chat monitoring, and individualized performance scorecards.
Responsibilities
- Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request or question that comes from the Customer
- Analyze simple to moderate issues and determine appropriate technical area or vendor to resolve problems
- Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers Display empathy and hospitality to callers' needs and situations
- Use and update knowledge management actively to resolve issues
- Analyze the impact and urgency of the Customer’s issue or request and facilitate implementation of the appropriate solutions
- Maintain compliance with required training and published service desk procedures
- May perform other job duties as directed by Employee's Leaders
- Knowledge, Skills and Abilities
- Knowledge of support procedures, processes, and service management tools
- Knowledge of business applications and their impact on business functions
- Skilled in organization, communication, and prioritization
- Ability to work all support channels while providing effective Customer Service
- Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively
- Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year
- Ability to understand and to meet individual and Service Desk metrics
Job Type: Contract
Schedule:
Experience:
- 24/7 call center environment: 3 years (Preferred)
- Troubleshooting: 2 years (Preferred)
License/Certification:
- ITIL Certification (Preferred)
Work Location: In person