Job #: 2049
Shift 3:15- midnight preferred, can also be 9-5:45pm EST
Provide Level 1 phone support and chat support.
Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service.
Meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets).
Record requests, incidents, and status information using the firm’s ticket handling system. Provide detailed documentation of all customer transactions, troubleshooting, and escalations.
Proactively maintain communications with callers through analysis and resolution processes, particularly in difficult customer situations, by keeping them informed of the status and efforts taken to resolve the issue.
Utilize and contribute knowledge articles to the knowledge base.
Support the implementation and deployment of internal business systems and solutions.
Facilitate the training and support of internal new hires via peer advising.
Ability to work a flexible schedule, including weekend days, to support 24×7 environment.
Mandatory overtime may be required at peak times.
Minimum experience in Service Desk Support and Customer Service Support.
Ability to demonstrate extensive troubleshooting skills.
Technical experience in many areas related to hardware, Windows 10, web-based and 3rd party applications, network and remote connectivity, and iOS/Android mobile platforms.
Knowledge of MS Office 2013 Product Suite with extensive knowledge supporting Outlook.
Knowledge in the area of wireless capabilities such as PDA devices, hot-spots and aircards.
Ability to multitask and function in a fast-paced, high energy environment.
Ability to quickly learn and retain information by means of written and verbal instruction.
Ability to build productive relationships with peers.
Strong verbal/written communication, problem solving, and organizational skills to support an environment driven by customer service and team work.
Education: Bachelor’s Degree or Equivalent Work Experience Minimum experience: 3 years Skills and Experience:
SERVICE LEVEL AGREEMENTS
CUSTOMER SERVICE ORIENTED
EXCELLENT WRITTEN AND VERBAL COMMUNICATION SKILLS METRICS MICROSOFT OFFICE MICROSOFT OUTLOOK MICROSOFT WINDOWS NEW HIRES RETAIL SALES TRAINING WEB BASED