IT Support Specialist

IT Support

Columbus, OH

PLEASE DO NOT SUBMIT ANYONE WHO WAS PREVIOUSLY SHORTLISTED AND REVIEWED IN THE LAST SIX MONTHS.

Executive Summary:

The 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 call 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.

Expectation of Role:

• Customer Service Skills:

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

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

o Acknowledging the sense of urgency for resolving the issue

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

• Communicate effectively:

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

o Maintain professionalism and netiquette to ensure messages are received as intended

o Respond timely via the chat platform to prevent delay or frustration

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

• Technical Proficiency:

o Leverage the chat tooling and ticketing platform effectively

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

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

• Culture Carrier:

o Demonstrate the ability to collaborate with others

o Display a safe and positive attitude

o Adhere to policies and procedures and act in the best interest of the overall firm

Qualifications:

• Excellent customer service skills required

• Excellent communication skills required

• Problem solving skills

• Self Motivated

• Two to five years of chat experience

• Two to five 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

Required Education:

• High school diploma or GED with relevant work experience

Max BR: ***

SS POC: Jordyn CV