Contact Center Tech Rep I

2 weeks ago


Lake Mary, United States Tech Providers Full time
Contact Center Tech Rep I
100% Remote
5 month contract

Position Duties Include:
  • Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments...)
  • Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).
  • Following call flow as trained (designed to assist in asking all required and basic probing questions).
  • Prepares standard statistical reports, such as help desk incident reports.
 
Position Requirements Include:
  • Excellent Customer Service Focus
  • Excellent Communication Skills
  • Strong Active Listening Skills
  • Ability to Build and Foster Customer Rapport
  • Competent Trouble-shooting Skills
  • Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures
  • Understands Quality and Performance Metrics and Resulting Impact to the Customer
  • Proficient in Microsoft Operating Systems and Applications, Hardware/Software Support
  • Previous Help Desk/Call Center Experience Beneficial


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