Job Details

ID #17359674
State Minnesota
City Minnetonka
Job type Contract
Salary USD $16 - 19 per hour 16 - 19 per hour
Source Collabera
Showed 2021-07-27
Date 2021-07-27
Deadline 2021-09-25
Category Et cetera
Create resume

Technical Support Specialist

Minnesota, Minnetonka, 55344 Minnetonka USA

Vacancy expired!

Note: Candidate must be local to MN as this can be onsite and they have training which will be in Minnetonka, MN.

IDEAL BACKGROUND: A combination of Technical Support and Customer Service in a high volume call center environment.

TOP REQUIREMENTS:
  • 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)

Primary Responsibilities
  • 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.

Tech Support ,Calls ,Customer Service ,Remote for now ,Networking ,MN,Local ,LAN ,WAN,VPN

Vacancy expired!

Subscribe Report job