Job Summary:
Paragus IT is the largest outsourced vendor in the Pioneer Valley, and they are seeking a Rapid Response Agent eager to learn more about IT. The role involves acting as the first point of contact for customer issues and assisting with entry-level IT tasks.
Responsibilities:
• Act as the first point of contact for customer intake, asking all the correct questions to determine the real issue at hand
• Create the cases for the incoming customer issues
• Assist customers with pre-documented entry-level tasks, such as password resets and other quick fixes
• Escalate cases as needed when a task is either undocumented or if the task will exceed 30 minutes
Qualifications:
Required:
• Entry-level IT experience
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Ability to swat away a nerf dart while troubleshooting an issue
• Excellent listening, verbal, and written communications skills
• Ability to work independently to prioritize your efforts and manage your time effectively
• Exceptional customer service and de-escalation skills
• Work experience in a customer service job (call center is a plus!)
Company:
We’ve been doing this work since 1999 under the names Vertical Horizons, Valley ComputerWorks and, now, as Paragus (we’re sticking with this one). Founded in 1999, the company is headquartered in Hadley, USA, with a team of 11-50 employees. The company is currently Early Stage.