Offer summary

Qualifications:

2+ years of experience in a structured IT Support environment., 3+ years of experience in Customer Service roles., 1+ CompTIA certifications are a must., Expert level knowledge of networking and business applications. .

Key responsibilities:

Answer inbound phone calls and chats in a call center environment.

Identify clients and create support tickets accurately.

Assist clients with technical support and provide friendly customer service.

Meet individual KPIs such as average talk time and first call resolution.

Job description

Department: Managed Services

Location: IronOrbit - Remote

Compensation: $23.00 - $28.00 / hour

Description

As a Service Desk Analyst, you are responsible for investigating the client’s issues by analyzing the symptoms, finding the root cause, resolving level 1 issues, while maintaining client communications through the process. Having a friendly, professional attitude is a must! Work from home the role must be able to work independently with direction and guidance from your team leads and manager.

11:00am-8:00pm EST M-F

This is a 100 % Remote position- will require participation with general support, answering inbound phone calls and chats quickly, ensuring our procedures are scripts are delivered consistently. Candidates will need to participate working rotating holidays.

Key Responsibilities

Answering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures are scripts are delivered consistently
Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately
Assist clients’ requests and deliver basic/advance technical support
Provide friendly and helpful customer service as a first point of contact
Must have excellent verbal/written communication skills, as well as the ability to multi-task
Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix
Ability to meet individual KPI’s such as a 15-minute average talk time, tickets closed, utilization, and first call resolution
Other duties as assigned by management

Skills, Knowledge and Expertise

2+ years’ experience in a structured IT Support environment (10+ team)
3+ years’ experience in Customer Service roles, can be outside of IT
1+ CompTIA certifications a must
Expert level knowledge of networking, computing, peripherals, business applications like Quickbooks, Office, SAGE, etc.
Experience with remote support tools and network diagnostic tools
STRONG ability to multi task and thrive in a fast paced environment

Required profile