Job ID :
1088
Company :
DC Government
Location :
washington, DC
Type :
Contract
Duration :
6 Months
Status :
Active
Openings :
1
Posted :
6 years ago
Job Seekers, Please send resumes to resumes@hireitpeople.com or Call: (202) 719-0200 Ext: 127

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