Help Line Agent II

4 weeks ago

Richmond, United States Dominion Energy Full time

Help Line Agent II Date: Aug 14, 2024 Location: RICHMOND, VA, US, 23219 Company: Dominion Energy Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today. We offer a hybrid work schedule (one week in the office, one week of teleworking) to accommodate the need for flexibility. Military service members and veterans with ranks from E3-E5, W1-W2, or O1-O3, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity. At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position. This position does not offer relocation assistance. Job Summary Under general supervision, this fully competent role provides immediate first-level support and a single point of contact for Information Technology (IT) problems. Through a company-wide help desk number, HelpLine Agents answer calls and emails, troubleshoot and diagnose IT issues involving multi-platform environments, multi-software applications, hardware configurations, and devices. Ensures that the issue is resolved or escalated quickly and efficiently, as well as providing the client with a positive customer service experience. Has the aptitude to record and resolve a wide range of IT issues and executes policies and procedures by immediately escalating more complex problems to specific support groups. Work is reviewed and measured; errors may cause delay, expense, and disruption. Previous experience working in similar environment supporting 30-50 contact requests per day received via call, email and self- service portal. Perform other duties as requested or assigned. Required Knowledge, Skills, Abilities & Experience 3+ years of experience help desk and/or call center experience delivering excellent customer service. This position is 100% phone support. Okta Administration experience required. Working knowledge, or experience in the following areas is required: Computer hardware/software, iDevices, Tough Books, Windows 10 OS, Office 365 Suite, Share Point, Active Directory, Print management tools, and experience working with ticketing systems. 1+ years of experience working with ServiceNow ticketing system. Excellent customer service skills are required. Strong analytical/troubleshooting skills with experience identifying issues quickly to determine if the solution can be applied during the call or if the issue requires escalation is also required. Additional experience and qualities desired include: Personable and approachable, excellent communication skills, strong typing, writing and reading skills, active listening skills, experience working and contributing to a team environment supporting contacts via phone, email, and self-service portal. Ability to identify and solve problems quickly/escalate issues efficiently. Familiarity with knowledge process for creating procedural articles is desirable. Ability to multitask while client is on the phone by researching knowledge and documenting tickets. Demonstrated competency in logical and analytical thinking. Experience in the adaptation and application of rapidly changing technology to business needs. Proficient at exercising self-discipline and mindfulness in open call center environment. Experience working in contact center environment where the importance of adhering to scheduled breaks is measured. Experience working and performing well in environment where individual performance metrics and scores are measured monthly. Ability to work an 8-hour shift within the hours of 6:00AM-6:30PM EST Monday through Friday, with call out rotation. Flexibility to support 24x7 shifts during inclement weather events including Holiday and weekend as needed. Education Requirements Required degree (equivalency not accepted in lieu of required degree): High School Graduate, GED Associate degree, preferred. Licenses, Certifications, or Quals Description Working Conditions Office Work Environment 76 -100% Travel Up to 25% Test Description No Testing Required Export Control Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants. Other Information We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more. To learn more about our benefits, click here Dominion Energy is an equal opportunity employer and is committed to a diverse workforce. Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status. You can experience the excitement of our company – it's the difference between taking a job and starting a career. Nearest Major Market: Richmond Job Segment: Testing, Help Desk, Information Technology, Sharepoint, Call Center, Technology, Customer Service

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