Tailored Management
Position Details
Title: IT Customer Support
Interviews: In Person
Location: 4343 Easton Commons, Columbus, OH 43219 ONSITE
Pay Rate: $21.00/HR
Contract Length: 12 months
Benefits: Paid Weekly, Health, Dental & Vision Benefits Available!
*Contract Extension or Conversion to FTE based on Performance, Attendance and Business Need*
This is a great opportunity to join a leading financial and wealth management organization that offers room for growth and advancement!
Job Description
The Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Chat Agent is focused on achieving high levels of first contact resolution and identifying opportunities to streamline/automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service. Expectation of Role: Customer Service Skills:
Demonstrate active listening in order to gain an accurate understanding of the situation Being empathetic to the customer's situation while also showcasing advocacy and ownership of seeking resolution Acknowledging the sense of urgency for resolving the issue Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding. Producing accurate detailed documentation consumable by end users, level two support, and problem management Maintain professionalism and netiquette to ensure messages are received as intended Respond timely via the chat platform to prevent delay or frustration Clearly document actions taken in ticketing record for tracking and data analytics Technical Proficiency:
Leverage the chat tooling and ticketing platform effectively Provide high quality end-user technical support, related to enterprise software and hardware Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components Demonstrate the ability to collaborate with others Display a safe and positive attitude Adhere to policies and procedures and act in the best interest of the overall firm. Qualifications:
Excellent customer service skills required Excellent communication skills required Problem solving skills Self-Motivated Two to five years of proven, qualified related work experience in a comparable complex and fast paced work environment Preferred work experience in technical support role but not required Two to five years of chat experience*** Required Education:
High school diploma or GED with relevant work experience Should you accept an offer for an opportunity with this client, we do require a background check, fingerprinting, employment verification for the past 7 years and verification for your highest level of education completed. You may be required to provide documentation such as the staffing agency name(s), IRS Wage and Income Transcripts, or your diploma to help us verify this information.
#TMCS
Job Description
The Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Chat Agent is focused on achieving high levels of first contact resolution and identifying opportunities to streamline/automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service. Expectation of Role: Customer Service Skills:
Demonstrate active listening in order to gain an accurate understanding of the situation Being empathetic to the customer's situation while also showcasing advocacy and ownership of seeking resolution Acknowledging the sense of urgency for resolving the issue Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding. Producing accurate detailed documentation consumable by end users, level two support, and problem management Maintain professionalism and netiquette to ensure messages are received as intended Respond timely via the chat platform to prevent delay or frustration Clearly document actions taken in ticketing record for tracking and data analytics Technical Proficiency:
Leverage the chat tooling and ticketing platform effectively Provide high quality end-user technical support, related to enterprise software and hardware Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components Demonstrate the ability to collaborate with others Display a safe and positive attitude Adhere to policies and procedures and act in the best interest of the overall firm. Qualifications:
Excellent customer service skills required Excellent communication skills required Problem solving skills Self-Motivated Two to five years of proven, qualified related work experience in a comparable complex and fast paced work environment Preferred work experience in technical support role but not required Two to five years of chat experience*** Required Education:
High school diploma or GED with relevant work experience Should you accept an offer for an opportunity with this client, we do require a background check, fingerprinting, employment verification for the past 7 years and verification for your highest level of education completed. You may be required to provide documentation such as the staffing agency name(s), IRS Wage and Income Transcripts, or your diploma to help us verify this information.
#TMCS