Complete Description: Provides customer technical phone support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. The preferred candidate must be able to communicate problems/issues to customers in a non-technical manner. The preferred candidate must have excellent verbal skills in order to explain directions and provide basic communication to the customer in a clear and concise manner. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work as a team member independently. This is a call center that operates 24x7, candidate must be flexible with possible shifts.
The preferred candidate will be subject to written and scenario based testing in: Customer Service, Microsoft and Mac proficiencies.
Behavior Characteristics: Must be composed in the face of client distress and hostility. Must have excellent verbal communication skills
Required / Desired Skills
Skill
Required / Desired
Amount of Experience
Expertise Rating
Call Center Operations experience Tier 1 phone support
Required
3 Years
3 - Expert
Remedy Call Tracking System or equivalent
Required
1 Years
2 - Proficient
Bomgar Remote Control or equivalent Remote Control software
Required
18 Months
2 - Proficient
AVAYA ACD Call Routing System or equivalent
Required
1 Years
2 - Proficient
MS Office 2007 and 2010 product suite support, troubleshooting, etc.
Required
2 Years
2 - Proficient
Microsoft's XP operating system, basic configuring and troubleshooting
