Vaco Looking for Tech Support(Call Center)-Contract-Remote-$22/hr Full Time

Job Description

Payrate: $22/hr
7 month contract with potential to extend or convert
REMOTE CST time zone

****Work Schedule: M-F, will be assigned 9 hour shift between 7am-7pm CST. (Please make sure your candidates are aware/comfortable with this timeframe.

***Focused in supporting phone devices regarding email support, this previous experience is highly preferred

• 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.

Minimum Requirements:

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. Job Requirements Payrate: $22/hr
7 month contract with potential to extend or convert
REMOTE CST time zone

• ***Work Schedule: M-F, will be assigned 9 hour shift between 7am-7pm CST. (Please make sure your candidates are aware/comfortable with this timeframe.

• **Focused in supporting phone devices regarding email support, this previous experience is highly preferred

• 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.

Minimum Requirements:

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.

Vaco