- Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments...)
- Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).
- Following call flow as trained (designed to assist in asking all required and basic probing questions).
- Prepares standard statistical reports, such as help desk incident reports.
- Excellent Customer Service Focus
- Excellent Communication Skills
- Strong Active Listening Skills
- Ability to Build and Foster Customer Rapport
- Competent Trouble-shooting Skills
- Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures
- Understands Quality and Performance Metrics and Resulting Impact to the Customer
- Proficient in Microsoft Operating Systems and Applications, Hardware/Software Support
- Previous Help Desk/Call Center Experience Beneficial
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Contact Center Tech Rep I - Lake Mary, United States - Tech Providers Inc
Description
Contact Center Tech Rep I100% Remote
5 month contract
Position Duties Include:
Position Requirements Include:
