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Customer Support Specialist
2 months ago
Practice: Managed Services
Position Title: Service Desk Agent
Reports to: Team Lead, Service Desk Agent
Job Overview:
The Service Desk Agent plays a crucial role in delivering high-quality customer support through effective communication and technical expertise. This position involves managing incoming requests via phone, email, and ticketing systems, ensuring timely and accurate responses to customer inquiries.
FLSA Status:
Non-Exempt
SOC Occupational Code:
43-4051
EEO-1 Job Category:
3
Key Responsibilities:
- Maintain consistent communication with team members while meeting productivity benchmarks.
- Handle incoming customer inquiries, including calls, emails, and trouble tickets for incidents and service requests.
- Address high-priority tickets and projects in accordance with established procedures.
- Act as the first point of contact for issues within the hosted environment, identifying, troubleshooting, and resolving problems.
- Monitor and assess all production networks, servers, applications, and services, escalating issues as necessary.
- Provide remote technical assistance using various communication tools.
- Process deliveries from vendors and manage related documentation.
- Engage with customers in a professional manner, both verbally and in writing.
- Oversee the lifecycle of incidents and service requests within the company’s ticketing system.
- Utilize formal Work Instruction (WI) documents and other resources to effectively resolve customer issues.
- Comply with the CSC Operations Manual.
- Document incidents and service requests accurately.
- Classify incident types and service interruptions systematically.
- Offer essential online security guidance and support.
- Serve as a point of contact for service users and customers reporting issues or requesting information.
- Analyze user problems to identify solutions and potential side effects.
- Respond to daily operational needs during periods of change, ensuring service continuity and adherence to service level agreements (SLA).
- Provide information to fulfill common service requests.
- Perform additional duties as assigned.
Required Skills and Qualifications:
- Exceptional interpersonal and customer service abilities.
- Capability to manage multiple customer service functions simultaneously.
- Advanced troubleshooting skills in a technical environment.
- Experience working in a service delivery-focused and target-driven setting.
- Strong ethical judgment and critical thinking skills.
- Ability to thrive in a fast-paced and sometimes stressful atmosphere.
- Proficiency in Microsoft Office Suite or similar software.
- Self-motivated with a disciplined work ethic.
- Fluency in English, both verbal and written.
- Strong analytical and investigative skills.
- Excellent communication and presentation skills, with a collaborative mindset.
- Creative and analytical problem-solving abilities.
- Ability to prioritize tasks effectively in a high-pressure environment.
Education and Experience:
- High School Diploma or equivalent; Bachelor's degree preferred.
- 1-2 years of experience in customer service.
- 1+ year(s) of experience in computer operations is advantageous.
- Familiarity with ITSM ticketing tools (e.g., Service Now, Remedy) or similar systems.
- Experience with Automatic Call Distribution (ACD) systems.
- ITSM foundation training is required.
Physical Requirements:
- Extended periods of sitting at a desk and using a computer.
- Ability to lift up to 15 pounds occasionally.
Converge Technology Solutions is committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All employees are expected to perform their essential job functions satisfactorily, and reasonable accommodations will be provided for employees with disabilities, as needed. The Employer reserves the right to modify or assign additional duties to this position at any time.
