IT Chat Support Agent

Job Description

Job Opportunity: IT Chat Support Agent

Location: Columbus, OH 43219

Contract Duration: 6-12 Months with potential extension.

Pay Rate: $21.00/hour (W2) W/O Benefits

Job Summary:

As an IT Chat Support Agent, you will be the first point of contact for users seeking technical assistance through our online chat platform. Your primary responsibility is to provide excellent customer service while investigating, diagnosing, and resolving a wide range of hardware and software issues. You will meticulously document all support interactions and strive for high levels of first-contact resolution. This role requires a strong understanding of technology and the ability to apply that knowledge in a fast-paced, 24/7 environment.

Key Responsibilities:

Provide prompt, professional, and efficient technical support to end-users via live chat.

Log, track, and document all support requests and resolutions in the call tracking system with a high degree of accuracy.

Investigate, diagnose, and troubleshoot hardware, software, and network issues.

Escalate complex or unresolved issues to the appropriate support teams while maintaining clear communication with the user.

Maintain a high level of customer satisfaction by providing courteous and knowledgeable service.

Contribute to the knowledge base by creating and updating articles to assist both users and fellow support agents.

Stay up-to-date with new technologies and system updates to effectively support all existing systems.

Qualifications:

Two to five years of proven, related work experience in a technical support role, preferably in a fast-paced, high-tech environment.

Strong understanding of common operating systems (Windows, macOS), software applications, and basic networking concepts.

Excellent written communication skills with the ability to explain technical concepts clearly and concisely.

Demonstrated ability to multitask and manage multiple chat conversations simultaneously without compromising quality.

Experience with ticketing or call tracking systems (e.g., ServiceNow, Zendesk, Jira Service Desk).

A strong customer-service orientation and a commitment to providing a best-in-class support experience.

Benefits Info

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.Company Description

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization. We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies. We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.