Hired by Matrix is hiring: IT Service Desk/Chat Support in Columbus

Position Type: 

• Contract
• Onsite

Required: 

• Required Education:
  • High school diploma or GED with relevant work experience
• Excellent customer service skills required
• Excellent communication skills required
• Problem solving skills
• Self-Motivated
• 2 to 5 years of proven, qualified related work experience in a comparable complex and fast paced work environment
• Preferred work experience in technical support role
• 2 to 5 years of chat experience

Responsibilities:

• 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.
• 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.
• 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
  • Communicate effectively:
  • 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
• Culture Carrier:
  • 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