Customer Supp/Account Rep-Sr-IT

3 weeks ago

South Jordan, United States Phaxis LLC Full time
Executive Summary:

The Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Chat Agent is focused on achieving high levels of first call resolution and identifying opportunities to streamline/automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service.

Expectation of Role:

Customer Service Skills:
  • Demonstrate active listening in order to gain an accurate understanding of the situation.
  • Being empathetic to the customer's situation while also showcasing advocacy and ownership of seeking resolution.
  • Acknowledging the sense of urgency for resolving the issue.
  • Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding.

Communicate effectively:
  • Producing accurate detailed documentation consumable by end users, level two support, and problem management.
  • Maintain professionalism and netiquette to ensure messages are received as intended.
  • Respond timely via the chat platform to prevent delay or frustration.
  • Clearly document actions taken in ticketing record for tracking and data analytics.

Technical Proficiency:
  • Leverage the chat tooling and ticketing platform effectively.
  • Provide high quality end-user technical support, related to enterprise software and hardware.
  • Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components.

Culture Carrier:
  • Demonstrate the ability to collaborate with others.
  • Display a safe and positive attitude.
  • Adhere to policies and procedures and act in the best interest of the overall firm.

Qualifications:
  • Excellent customer service skills required.
  • Excellent communication skills required.
  • Problem solving skills.
  • Self Motivated.
  • Two to five years of chat experience.
  • 2-5+ years of proven, qualified related work experience in a comparable complex and fast paced work environment.
  • Preferred work experience in technical support role but not required.

Required Education:
  • High school diploma or GED with relevant work experience.

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