Short Description: IT ServUs Desktop Phone Support
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.
Important: This position is for a part time shift-based work. Because the call center is open 24x7, the candidate may be required to work other designated shifts including evenings, holidays, and weekends. The candidate may also be required to work longer shifts (8-hours or 12 hours) or earlier shifts on a needed basis.
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
Required / Desired 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
