Call Center Agent

4 weeks ago

Phoenix, United States BCforward Full time

Call Center Agent

BCforward is currently seeking a highly motivated IT Call Center Agent for an opportunity in Phoenix, AZ 85007

Position Title: IT Call Center Agent

Location: Phoenix, AZ 85007

Anticipated Start Date: ASAP.

Expected Duration: 06 plus months contract.

Job Type: Contract role/40 hours a Week/Onsite.

Pay Rate - $22.21/hr on W2.

Description:

The Arizona Department of Education (ADE) is seeking an Information Technology (IT) Call Center Agent to provide support for internal and external ADE customers.

This position will report to a high-volume call center environment as the initial point of contact and representative for IT.

POSITION SUMMARY:

The candidate will be responsible for answering phone calls and emails to support all inquiries regarding ADE technology issues.

Issues include connection and access issues to all ADE supported application systems and services including, but not limited to, Common Logon, ADEConnect, and the Service Desk.

RESPONSIBILITIES:

Manage and assess all incoming phone and email inquiries from ADE technology stakeholders to provide resolution, transfer, or escalation.

Service request management including ServiceDesk Support Tickets, Inbound/Outbound Phone Calls, and Inbound/Outbound emails Participate in conversations and document concerns regarding identifying trends and resolutions for ADE technology stakeholders related matters Participate in weekly team huddles and online or in person team meetings when required Other duties as assigned as related to the position.

Knowledge in:

Service request management Service request tracking software

Thorough understanding of IT Tier I support and escalation procedures

Thorough understanding of issue triage and documentation Customer service principles and practices General knowledge of vendor technologies, in-house developed applications An Associate's degree or one year of experience in IT support (or equivalent working experience) is required

Skills in:

Proper phone etiquette Effective listening skills Clean and concise written and verbal communication skills Analysis,

Evaluation, and Problem Solving Researching, reading, and interpreting a wide variety of technical data Intermediate skill in using Microsoft Outlook, Word, and Excel

Ability to:

Develops and sustains productive customer relationships.

Identifies and understands issues, uses information from different sources to draw conclusions; identifies appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences Practices effective conflict resolution Effective use of time-management and independently motivated

Work with non-technical customers with a professional and courteous manner

Ability to apply problem-solving skills and initiate corrective action

Work independently and/or collectively and adapt to changing environments and new technologies with colleagues, clients, and team members

Communicate technical information in simple written and oral form to technical and non-technical staff/users

Experience Required:

1 or more years of IT Call Center Experience

Bachelors in a job-related field Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our

Privacy Notice and CCPA Addendum . As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 221975 when responding to this ad.

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