Job Seekers, Please send resumes to resumes@hireitpeople.com
Complete Description:
Provides customer technical phone support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. The preferred candidate must be able to communicate problems/issues to customers in a non-technical manner. The preferred candidate must have excellent verbal skills in order to explain directions and provide basic communication to the customer in a clear and concise manner. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work as a team member independently. This is a call center that operates 24x7, candidate must be flexible with possible shifts.
The preferred candidate will be subject to written and scenario based testing in: Customer Service, Microsoft and Mac proficiencies.
Behavior Characteristics:
Must be composed in the face of client distress and hostility. Must have excellent verbal communication skills
Skills:
AVAYA ACD Call Routing System or equivalent Required 1 Years 2 - Proficient
Basic hardware/Printer/Application support, installation & troubleshooting Required 18 Months 2 - Proficient
Basic troubleshooting skills for XP and Mac environment Required 1 Years 2 - Proficient
Bomgar Remote Control or equivalent Remote Control software Required 18 Months 2 - Proficient
Call Center Operations experience Tier 1 phone support Required 3 Years 3 - Expert
Customer Service skills Required 3 Years 3 - Expert
Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc. Required 2 Years 2 - Proficient
Help Desk or other related IT support experience Required 2 Years 2 - Proficient
Mac for Office and/or iWorks Required 1 Years 2 - Proficient
Mac OS X in a support and troubleshooting role Required 1 Years 2 - Proficient
Microsoft's XP operating system, basic configuring and troubleshooting Required 2 Years 2 - Proficient
MS Office 2007 and 2010 product suite support, troubleshooting, etc. Required 2 Years 2 - Proficient
Remedy Call Tracking System or equivalent Required 1 Years 2 - Proficient
Parallels/Boot Camp/Fusion or other VM software Highly desired 1 Years
