Technical Support Specialist

2 weeks ago


Phoenix, Arizona, United States Abacus Full time
Position Overview:

The organization is in search of a dedicated IT Call Center Agent to deliver exceptional assistance to both internal and external clients.

This role serves as the primary contact point in a fast-paced call center, representing the IT department.


Key Responsibilities:
  • Respond to incoming phone calls and emails, addressing inquiries related to technology issues.
  • Manage service requests through tracking software, ensuring timely resolution or escalation of issues.
  • Engage in discussions to identify trends and solutions for technology-related concerns.
  • Participate in team meetings and contribute to collaborative efforts.
  • Perform additional tasks as assigned relevant to the position.

Required Skills:

Knowledge in:

  • Service request management and tracking systems.
  • IT Tier I support and escalation protocols.
  • Customer service principles and practices.
  • Familiarity with various vendor technologies and in-house applications.

Skills in:

  • Effective communication, both written and verbal.
  • Analytical thinking and problem-solving.
  • Intermediate proficiency in Microsoft Office Suite.

Ability to:

  • Build and maintain positive customer relationships.
  • Identify issues and develop appropriate solutions.
  • Communicate technical information clearly to diverse audiences.
  • Work independently and adapt to evolving environments.

Preferred Experience:

1 or more years in an IT Call Center environment, with a preference for familiarity with cloud-based call center solutions.


Education:

A Bachelor’s degree in a relevant field is required, or equivalent experience in IT support.


Additional Information:

Local candidates are preferred, with a willingness to work on-site as required by business needs.



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