Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365.
Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.
Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.
Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment using remote control tools to assist customers when needed using level 2 technical skills for troubleshooting and resolution.
Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base.
Accurately, quickly, and typing efficiently record all interactions with customers in an incident management tracking tool.
Anticipates customer needs and proactively identifies solutions.
Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.
Escalate high priority, high impact issues to the internal support teams.
Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.).
Work in a low-wall cubicle environment with moderate noise levels.
Requirements:
Bachelor's degree preferred, but HS Diploma/GED and 3+ years of experience accepted
1+ year experience in a call center environment or equivalent
2+ years of experience in level 2 technical support or desktop support performing troubleshooting and incident resolution activities within agreed service levels and quality metrics.
2+ years of experience with PC operating systems including Windows 7 and Windows 10.
Experience using an incident or call tracking system
Experience performing remote troubleshooting and incident resolution.
Assets:Experience working in environment where success was gauged by balancing call handle time and first call resolution or other specific metrics
Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
Typing speed of 50 WPM a plus
Experience working with a knowledge base or knowledge tool
Experience using and supporting IP phone systems
Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone
Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices
Experience with supporting MAC hard and software
Experience in a large corporate environment
Exposure to or knowledge of ITIL practices
HDI Service Desk Certification
