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 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 |
Does your resume validate the years of experience listed in Required/Desired Skill Section?
Must be willing to work, assigned shifts in a 24x7 environment.
All candidates interviewed are required to take & pass technical exam. Pls acknowledge.
The candidate will work in a call center environment providing Tier I support to customers. Please ensure your candidate is aware and accepts.
