Service Desk Chat Agent

Job Description

Position Type:

Contract

Onsite

Required:

High school diploma or GED with relevant work experience

Excellent customer service skills required

Excellent communication skills required

Problem solving skills

Self-Motivated

2 to 5 years of proven, qualified related work experience in a comparable complex and fast paced work environment

Preferred work experience in technical support role but not required

2 to 5 years of chat experience***

Responsibilities:

Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment.

While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.

The Service Desk Chat Agent is focused on achieving high levels of first contact resolution and identifying opportunities to streamline/automate agent process.

The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service.

Customer Service Skills:

Demonstrate active listening in order to gain an accurate understanding of the situation

Being empathetic to the customer’s situation while also showcasing advocacy and ownership of seeking resolution

Acknowledging the sense of urgency for resolving the issue

Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding

Communicate effectively:

Producing accurate detailed documentation consumable by end users, level two support, and problem management

Maintain professionalism and netiquette to ensure messages are received as intended

Respond timely via the chat platform to prevent delay or frustration

Clearly document actions taken in ticketing record for tracking and data analytics

Technical Proficiency:

Leverage the chat tooling and ticketing platform effectively

Provide high quality end-user technical support, related to enterprise software and hardware

Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components

Culture Carrier:

Demonstrate the ability to collaborate with others

Display a safe and positive attitude

Adhere to policies and procedures and act in the best interest of the overall firmCompany Description

Hired by Matrix believes in the human touch and starts every partnership with an in-depth conversation. By talking with our clients about their hiring needs and listening to job seekers describe their career goals, we build an understanding of what they are looking for and work hard to make it happen.