Vacancy expired!
- 9-18 months technical support experience
- 12+ months customer focused experience (preferably in a call center environment)
- 1-2 year Experience with service ticketing/tracking systems (ServiceNow preferred)
- Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high-volume call center environment that operates 24x7x365.
- Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed.
- Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal.
- Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
- Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
- Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
- Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool.
- Anticipates customer needs and proactively identifies solutions.
- Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.
- Escalate high priority, high impact issues to the internal support teams.
- Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.).
- Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time.
Vacancy expired!