Job description

Job Summary:

Provide support for technical issues/requests/questions in a 24/7 call center environment. Productivity and performance is managed through real-time metrics, call/chat monitoring, and individualized performance scorecards.

Responsibilities:

• Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request or question that comes from the Customer
• Analyze simple to moderate issues and determine appropriate technical area or vendor to resolve problems
• Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers
• Display empathy and hospitality to callers' needs and situations
• Use and update knowledge management actively to resolve issues
• Analyze the impact and urgency of the Customer’s issue or request and facilitate implementation of the appropriate solutions
• Maintain compliance with required training and published service desk procedures
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities:

• Knowledge of support procedures, processes, and service management tools
• Knowledge of business applications and their impact on business functions
• Skilled in organization, communication, and prioritization
• Ability to work all support channels while providing effective Customer Service
• Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively
• Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year
• Ability to understand and to meet individual and Service Desk metrics
• Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS Office Suite, iOS, and Android mobile devices
• Skilled in LAN, WAN, wireless networks
• Skilled in VDIs and Citrix

Education:

• Required: High School Diploma or GED

Experience:

• Required: Entry-level experience; developing skills and knowledge in ITIL methodology

Licensing/Certification:

• Preferred: ITIL Foundations Certification

Physical Abilities:

• Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

Other Qualifications:

• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Must be able to comply with Company attendance standards as described in established guidelines

Job Type: Contract

Salary: $12.92 - $38.00 per hour

Schedule:

• 8 hour shift

Application Question(s):

• Comfortable working on W2 & 18+ Month Contract position ? If YES, go ahead with "YES"

Experience:

• ITIL: 1 year (Required)
• Tier 1 and 2: 1 year (Required)
• VPN: 2 years (Required)
• Networking: 2 years (Required)
• Service desk technician: 4 years (Required)
• Call center: 4 years (Required)
• Technical support: 4 years (Required)

License/Certification:

• ITIL Certification (Required)

Work Location: Remote

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