Customer Support/Account Rep
Company: Veterans Sourcing Group
Location: Alpharetta
Posted on: January 18, 2023
Job Description:
Service Desk Agent
Pay Rate: $21.00 Per Hour W2
Location: Alpharetta, GA - Start in office for training. After
training there will be a flex schedule where we will be in office
2-3 days a week.
Duration: Contract to Hire Position
Summary:
- The Service Desk Agent is the first point of contact for the
users who call our IT Service Desk
- While providing the highest level of customer service, the
Service Desk Agent answers incoming calls, tracks all information
in a call tracking system, uses a knowledge base tool along with
their expertise to resolve issues in a timely fashion
- The Service Desk Agent is focused on providing best in class
customer service, achieving high levels of first call resolution,
and identifying opportunities to streamline/automate agent
process
Responsibilities include:
- Demonstrate strong customer service skills to provide phone
support including:
- Listening to the customer to gain an accurate understanding of
the situation
- Being empathetic to the customer's situation and having a sense
of urgency to resolve the issue
- Producing accurate, detailed documentation at the client,
problem and incident level
- Resolving conflict
- Responsible for high quality end-user technical support,
related to enterprise software and hardware
- Responsibilities include assessment, triage, research,
training/education and resolution of incidents and requests
regarding the use of application software products and/or
infrastructure components in a fast paced 7x24x365
environment.
- Under general oversight, provides after hours and weekend
support as needed.
- The position requires attention to detail, follow through,
teamwork focus and positive attitude.
- An understanding of technology and the ability to apply that
knowledge to support all existing systems
- Supports all aspects of client support and immediate computing
needs while demonstrating professionalism and composure on the
phone, via an online chat and/or in person
- Create a positive customer support experience, build rapport
and trust with end users through professional attitude and approach
to problem understanding, ensuring timely resolution or escalation
by providing urgency, business impact evaluation and communicating
the status to the end user promptly
- Identifies and works with internal end users to provide
guidance and support, sound communications and customer service
principles without becoming unprofessional in difficult
situations
- Provides investigation, diagnosis, resolution and recovery for
hardware/software problems
- Installs, modifies, cleans up, run diagnostic programs and
repairs computer hardware/ peripherals and software
Qualifications:
- Excellent customer service skills required
- Excellent communication skills required
- Two to five years of proven, qualified related work experience
in a comparable complex, high tech and fast paced work
environment
- Preferred work experience in technical support role
- Required Education: High school diploma or GED with relevant
work experience
- Ability to diagnose the cause of problems in a complex
environment and to provide effective solutions quickly
- Self motivated and ability to work on own initiative in a high
pressure environment
- Willing to work variable shifts including evenings, weekends
and public holidays
- Must be willing to flex schedule; work in office 2 - 3 days out
of the week, and from home on other days.
- Responsible for high quality end-user technical support,
related to enterprise software and hardware
- An understanding of technology and the ability to apply that
knowledge to support all existing systems
- Provides investigation, diagnosis, resolution and recovery for
hardware/software problems
- Two to five years of proven, qualified related work experience
in a comparable complex, high tech and fast paced work
environment**
Keywords: Veterans Sourcing Group, Alpharetta , Customer Support/Account Rep, Other , Alpharetta, Georgia
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