Description:
This Response Line Center (RLC) position is responsible for providing the frontline, single point of contact for customers requiring assistance from the Technology Organization (TO) for issue resolution and service request fulfillment, and new events. The RLC analyst must combine World Class customer service and technical skills to ensure that TO customer’s needs are handled on the initial contact, as often as possible. The RLC analyst must ensure that all incidents are completely and appropriately documented so that trend analysis and call avoidance analysis can be completed. This position is a technical expert who consults with and fixes technology issues for clients and develops solutions. This position is critical for ensuring that customers’ technology needs are met and that customers are satisfied. This is a 24×7 operation – core business hours of operation are Monday – Friday 5:00 AM to 6:00 PM Central. Some shift work may be required. This position is based in Birmingham, Alabama but is currently 100% remote, but could move to a hybrid model in the future. What are the must-have skills? • Exceptional analytical abilities and problem-solving skills • Ability to manage multiple tasks and multiple priorities • Ability to make decisions with little or no management input and in absence of prior existing guidelines • Self-starter, initiative, and independent thinking • Strong customer service skills • Strong oral and written skills
Skills:
end user support, troubleshooting, customer service skills
Top Skills Details:
end user support,troubleshooting,customer service skills
Additional Skills & Qualifications:
What are the nice to have skills? • Thorough knowledge of information technologies and an understanding of infrastructure and telecommunication transport • Comprehensive knowledge of LAN/WAN technology • Working knowledge of mainframe technology and associated applications • Working knowledge of access technologies, and telecommunication terminology • Comprehensive knowledge of Remedy Event Management System
Experience Level:
Entry Level
We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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