IT Support Job at Amicis Global Technologies in Columbus

Overview

IT Customer Support - Location: Columbus, OH. Duration: 6-12 Months. 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 information in a ticketing system, and uses a knowledge base to resolve issues in a timely fashion. The Chat Agent focuses on achieving high levels of first contact resolution and identifying opportunities to streamline/automate the agent process. The agent runs 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 and being empathetic with a sense of urgency to resolve the issue.
• Produce accurate, detailed documentation at the client, problem, and incident level.
• Resolve conflicts.
• Provide high-quality end-user technical support related to enterprise software and hardware.
• Perform assessment, triage, research, training/education, and resolution of 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.
• Attention to detail, follow-through, teamwork, and a positive attitude.
• Understand technology and apply knowledge to support all existing systems.
• Support all aspects of client support and 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 through a professional attitude and problem-solving approach, ensuring timely resolution or escalation with urgency and business impact evaluation.
• Identify and work with internal end users to provide guidance and support with sound communications and customer service principles.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
• Install, modify, clean up, run diagnostic programs, and repair computer hardware/peripherals and software.

Qualifications

• Excellent customer service skills.
• Excellent communication skills.
• Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment.
• Preferred experience in technical support; not required.
• High school diploma or GED with relevant work experience.
• Ability to diagnose causes 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.

Job Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

Location: Columbus, OH

Salary: 73,500.00 - 103,000.00