Job Seekers, Please send resumes to resumes@hireitpeople.com
Complete Description:
Provides phone support to customers by effectively listening, 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 excellent writing skills. The preferred candidate must have strong customer service and troubleshooting skills. The candidate must be able to work as a team member independently.
The preferred candidate will be subject to written and scenario based testing in: Customer Service, Microsoft and Mac proficiencies.
The required shift for this position is Monday through Thursday from 10pm to 8am.
Behavior Characteristics:
Must be composed in the face of client distress and hostility. Must have excellent verbal/written communication skills.
Skills:
|
Skill |
Required / Desired |
Amount |
of Experience |
Expertise Rating |
|
Call Center Operations experience Tier 1 phone support |
Required |
2 |
Years |
3 - Expert |
|
Remedy Call Tracking System or equivalent |
Required |
2 |
Years |
2 - Proficient |
|
Bomgar Remote Control or equivalent Remote Control software |
Required |
2 |
Years |
2 - Proficient |
|
AVAYA ACD Call Routing System or equivalent |
Required |
2 |
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 |
Highly desired |
1 |
Years |
2 - Proficient |
|
Mac for Office and/or iWorks |
Nice to have |
1 |
Years |
1 - Basic |
|
Hands-on experience w/AD or equivalent for pwd reset, acct creation, etc. |
Required |
2 |
Years |
3 - Expert |
|
Parallels/Boot Camp/Fusion or other VM software |
Highly desired |
1 |
Years |
2 - Proficient |
|
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 |
