- Answer, evaluate, and prioritize customer service requests via telephone, voicemail, e-mail, and self-service web site
- Answers customer/client support requests or inquiries concerning online applications
- Demonstrates ability to apply sound process to troubleshooting and problem-solving incidents
- Communicates effectively with technical and non-technical customers, both internal and external
- Utilizes mechanized systems to initiate and complete service orders and handle customer requests
- Utilize operational systems to escalate service orders and support requests
- May be required to work in one or multiple queues/skill sets over various customer contact channels
- Perform on-the-job training for continuous personal and professional improvement
- Complete on-line training courses for continuous personal and professional improvement
- Availability to work a flexible schedule which includes all hours of call center operation
- Responsible for improving service delivery processes through programs, applications and methodologies
- Other tasks deemed necessary by management
- Interest in technology and understanding of technical issues
- High degree of accuracy, attention to detail and confidentiality
- Excellent analytical, problem solving and decision-making skills
- Effective verbal, listening and written communication skills
- Effective organizational, stress and time management skills
- Demonstrates a sense of urgency and ability to meet deadlines
- Ability to work independently and/or as a team member
- Regularly spend long hours sitting and using office equipment and computers
- Regularly use hands and fingers to handle, control or feel objects
- Regularly see details of objects that are less than a few feet away
- Regularly speak clearly so listeners can understand
- Regularly understand the speech of another person
- Frequently work on projects that require deadlines
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Service Desk Agent - Union, United States - New Era Technology company
Description
Great Benefits
Medical
Dental
Vision
401K with a match
28 paid days off including company holidays
5 different Flexible Spending account options
New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world.
New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.
We are looking for team members to contribute to and deliver our mission: "To deliver and support technology solutions that securely connect people, places, and information." New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.
Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box.
As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.
New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide.
We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.
We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.
Requirements
SUMMARY:
Service Desk Agent handles customer questions, service requests and escalations within a call center environment, to provide help desk support with the highest degree of courtesy and professionalism. Provides inbound and outbound telephone support for public-facing online applications. Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Has broad working knowledge of web browsers and demonstrates continued and consistent proficiency in most of the skill sets utilized within the New Era Call Center.
HIERARCHY: Service Desk Agent position reports directly to the Service Delivery Manager who reports to the Chief Operating Officer .
PRIMARY DUTIES:
COMPETENCY:
EXPERIENCE:
At least six months operating a computer in Windows based environment. Call center experience preferred.
QUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
REQUIRED EDUCATION:
Bachelor's Degree or equivalent experience
LANGUAGE SKILLS: English
PHYSICAL DEMANDS:
WORK ENVIRONMENT: Remote
EXPECTED HOURS OF WORK: Business hours are Monday through Friday 7:00 AM to 7:00 PM EST. The Service Desk Agent must have availability to work a flexible schedule which includes all hours of call center operation. It is required that representatives be on-time for their scheduled hours. Required work hours may vary depending on business needs.
TRAVEL:
Less than 10% travel required
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.
