MONDAY – FRIDAY, you will be assigned 9 hour shift between 7:00 am – 7:00 pm CST.
Provide front line phone support for computer applications, computer-related hardware and mobile email devices / PDA’s.
Use CallCenter tools (ServiceNow), provided training and knowledge documentation to provide resolution to customer problems and issues.
Effectively work independently with little or no direct supervision.
As needed, diagnose the underlying event to determine the estimated mean time to repair. Perform logical steps to resolve the event through utilization of tools, skills, and analyst’s expertise. Document all actions and results used to troubleshoot and resolve the event in the event management software (ServiceNow). Close the ticket if resolved. Escalate tickets to the appropriate group when unable to resolve. Where appropriate, provide assistance to the second level support team.
Create and update resolutions for the knowledge management database.
Maintain up-to-date knowledge level in firm standard computer hardware, software, and technical processes.
Continuously cross-train and provide backup support to teammates with other areas of expertise.
Participate in knowledge management and training to distribute skills throughout the CallCenter.
Assist others within the Contact Center helpdesk as well as other regional helpdesks as needed.
One year experience working to provide customer service remotely via phone.
Leveraging a knowledge base / processes to assist customers. This includes being able to work independently to analyze the situation, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution.
Previous experience using or supporting Microsoft Operating Systems (Windows)
Previous experience using or supporting mobile email devices / PDA’s (iOS, Android, etc)
Previous experience using or supporting network connectivity (wired and wireless)
Previous experience using or supporting Microsoft Office products (Outlook, Word, Excel, PowerPoint, Access)
Ability to work flexible hours between the timeframe of 7am to 7pm CST Monday – Friday.
Two years of previous experience supporting computer applications and computer-related hardware One year of previous experience interacting and supporting professionals both at a technical and nontechnical level.
Previous experience with a Contact Quality program where inbound calls have been reviewed and discussed.
College experience preferred
Ability to meet key performance indicators such as first call resolution, schedule adherence, and contact quality.
First Call Resolution – willingness to learn and obtain knowledge for the multiple applications that are supported by the Contact Center and apply that knowledge to supporting our customers by providing a resolution to his/her issue in a timely manner.
Schedule Adherence – ability to arrive to work at the scheduled time while ensuring provided schedule is followed throughout the day to be available to support the needs of our customers and team.
Contact Quality – willingness to receive feedback on services provided to the customer to provide distinctive customer service meeting the Vision of the CallCenter.
Excellent written, verbal, listening, analytical, and communications skills required.
Must be able to easily grasp and communicate complex ideas.
Extremely high organization skills.
Expert problem solver. Finding simple answers to complex questions or problems. Thinks outside the box.
Committed to excellence and dedicated to meeting the expectations and requirements of customers.
Ability to learn new technologies while maintaining high levels of performance in an ambiguous, high-pressure environment.
Actively participate in Contact Quality program to include monitoring, individual and group coaching, and peer-to-peer feedback sessions.
Good typing skills preferred as timely documentation of customer contacts is important.