Amicis Global Technologies is hiring: IT Support/ IT Chat Support in Columbus

Job Overview

Job Title: Service Desk Chat Agent/IT Chat Support

Job Location: 4343 Easton Commons, Columbus, OH, 43219

Job Duration: 12 months+ Extension

Executive Summary

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.

Expectations of Role

• Customer Service Skills - Demonstrate active listening in order to gain an accurate understanding of the situation; be empathetic to the customer\'s situation while also showcasing advocacy and ownership of seeking resolution; acknowledge 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 the 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.

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.