Job ID :
2726
Company :
DC Government
Location :
washington, DC
Type :
Contract
Duration :
12 Months
Status :
Active
Openings :
1
Posted :
5 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 must also be proficient at typing.

 

 

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.

 

Must be punctual.

 

Skills:

Skill

Required / Desired

Amount

of Experience

Expertise Rating

 

Call Center Operations experience Tier 1 phone support

Required

3

Years

3 - Expert

Remedy Call Tracking System or equivalent

Required

1

Years

2 - Proficient

Bomgar Remote Control or equivalent Remote Control software

Required

18

Months

2 - Proficient

AVAYA ACD Call Routing System or equivalent

Required

1

Years

2 - Proficient

MS Office 2007 and 2010 product suite support, troubleshooting, etc.

Required

2

Years

2 - Proficient

Microsoft's XP operating system, basic configuring and troubleshooting

Required

2

Years

2 - Proficient

Basic hardware/Printer/Application support, installation & troubleshooting

Required

18

Months

2 - Proficient

Mac OS X in a support and troubleshooting role

Required

1

Years

2 - Proficient

Office for Mac and/or iWorks

Required

1

Years

2 - Proficient

Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc.

Required

2

Years

2 - Proficient

Parallels/Boot Camp/Fusion or other VM software

Highly desired

1

Years

 

Help Desk or other related IT support experience

Required

2

Years

2 - Proficient

Customer Service skills

Required

3

Years

3 - Expert

Basic troubleshooting skills for XP and Mac environment

Required

1

Years

2 - Proficient

 

 

Is Candidate willing to work, assigned shifts in a 24x7 environment.

 

All candidates interviewed are required to take & pass technical exam. Pls acknowledge.