Customer IT Chat Support Job at Amicis Global Technologies in Columbus

Overview

Title: Customer IT Chat Support

Location: Columbus, OH / South Jordan, UT

Duration: 6-12 Months

Job Description

The Service Desk Chat Agent is the first point of contact that supports 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, and 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 the agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best-in-class service.

Responsibilities

• Demonstrate strong customer service skills to provide phone support, including listening to the customer to gain an accurate understanding of the situation.
• Be empathetic to the customer's situation and have a sense of urgency to resolve the issue.
• Produce accurate, detailed documentation at the client, problem, and incident level.
• Resolve conflicts and provide high-quality end-user technical support related to enterprise software and hardware.
• Assess, triage, research, train/educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
• Under general oversight, provide after-hours and weekend support as needed.
• Maintain attention to detail, follow-through, teamwork, and a positive attitude.
• Apply knowledge of technology to support all existing systems.
• Support all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via online chat, and/or in person.
• Create a positive customer support experience, build rapport and trust with end users, ensure timely resolution or escalation by evaluating business impact and communicating status promptly.
• Identify and work with internal end users to provide guidance and support, using sound communication and customer service principles in challenging situations.
• Provide investigation, diagnosis, resolution, and recovery for hardware/software problems.
• Install, modify, run diagnostic programs, clean up, and repair computer hardware/peripherals and software.

Qualifications

• Excellent Customer Service Skills Required
• Excellent communication skills required
• Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment
• Preferred work experience in a technical support role, but not required
• Required Education: High school diploma or GED with relevant work experience
• Ability to diagnose the cause of problems in a complex environment and provide effective solutions quickly
• Self-motivated and able to work on own initiative in a high-pressure environment
• Willing to work variable shifts including evenings, weekends, and public holidays