Job #: 1690
Duties: 1 Open Positions – Morning Shift 9:30pm to 6:15pm EST
***The first 6 weeks will be training. During training the shift will be normal business hours from 9-5:45PM EST.*** This role can be Montvale NJ or St Louis
This role is responsible for providing phone and chat support for all customers within the firm. This includes guidance, assistance, coordination, and follow up on questions and issues on all applications, hardware and software.
· Provide Level 1 phone/chat support. Meet and/or exceed service level agreements for assigned support tickets · Record requests, incidents and status information through the use of firm’s ticket handling system · Support the implementation and deployment of internal business systems and solutions · Proactively maintain communications with callers through analysis and resolution processes, particularly in difficult customer situations by keeping them informed of the status · Provide detailed documentation of all customer transactions via our ticket handling system.
· May be required to help train and support our new hires via peer advising.
Skills: · Experience in Service desk support and Customer Service Support · Technical experience in many areas of networking and software e.g. LAN, WAN, Server, and 3rd party apps · Knowledge of MS Office Product Suite including 2013 and Windows 10 · 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 . Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work. Ability to build productive relationships with peers.
Education: Bachelor’s Degree or Equivalent Work Experience Skills and Experience:
SERVICE LEVEL AGREEMENTS