Job Seekers, Please send resumes to resumes@hireitpeople.com
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 AND written skills in order to explain directions and provide basic communication to the customer in a clear and concise manner. In regards to written communication skills, we utilize a trouble-ticketing system, so sentences must be typed in completely, with correct grammar. And to be able to meet the program goals, this means that the candidate must be efficient at typing.
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 that may or may not include after-hours support; third shifts, weekend, holiday support.
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; being able to deal in stressful situations is a factor.
Must have excellent verbal AND written communication skills.
Must have excellent typing skills.
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 |
Required |
2 |
Years |
2 - Proficient |
|
Basic hardware/Printer/Application support, installation & troubleshooting |
Required |
18 |
Months |
2 - Proficient |
|
Mac OS X in a support and troubleshooting role |
Required |
1 |
Years |
2 - Proficient |
|
Mac for Office and/or iWorks |
Required |
1 |
Years |
2 - Proficient |
|
Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc. |
Required |
2 |
Years |
2 - Proficient |
|
Parallels/Boot Camp/Fusion or other VM software |
Highly desired |
1 |
Years |
|
|
Help Desk or other related IT support experience |
Required |
2 |
Years |
2 - Proficient |
|
Customer Service skills |
Required |
3 |
Years |
3 - Expert |
|
Basic troubleshooting skills for XP and Mac environment |
Required |
1 |
Years |
2 - Proficient |
Does your resume validate the years of experience listed in Required/Desired Skill Section?
ll candidates interviewed are required to take & pass technical exam. Pls acknowledge.
