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Evening First Call Resolution Jobs in Ohio (NOW HIRING)

iQuor

Collection Agent

Richfield, OH · On-site

Strive for first call resolution and take true ownership of customer needs and issues. * Communicate and follow instructions for one call customer resolution. * Deliver amazing customer service ...

Tata Consultancy Services

Service Desk Agent

Columbus, OH · On-site

$16.50 - $21/hr

... to increase first call resolution rates by identifying trends • Excellent interpersonal skills and team co-ordination • Hands-on experience in supporting IT Service Desk • Proactive ...

Northwest

Contact Center Specialist I

Columbus, OH · On-site

You can expect to work evening shifts and Saturday hours on a rotating basis. Contact Center ... Aim to resolve customer inquiries utilizing a First Call Resolution approach * Appropriate use of ...

Amicis Global

Service Desk/ Technical Support

Columbus, OH · On-site

$16.50 - $21/hr

The Service Desk Agent is focused on providing best-in-class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent processes.

Amicis Global

Tech Support

Columbus, OH · On-site

$20 - $21/hr

The Service Desk Agent is focused on providing best-in-class customer service, achieving high levels of first-call resolution, and identifying opportunities to streamline/automate the agent process.

Delaware Nation Industries

Monitor ticket queues and enforce service-level performance, including timely prioritization, call responsiveness, first-call resolution, and resolution timelines based on incident severity.

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Evening First Call Resolution information

What is an Evening First Call Resolution specialist?

An Evening First Call Resolution specialist is a customer service professional who works evening shifts and is responsible for resolving customer inquiries or issues during the first contact. Their goal is to provide effective solutions without the need for follow-up calls or escalations, ensuring customer satisfaction. This role often requires strong communication skills, problem-solving abilities, and familiarity with company policies and procedures. Evening shifts are especially important for businesses that operate outside typical business hours or offer 24/7 support.

What are the most common challenges faced by Evening First Call Resolution specialists, and how can they be effectively managed?

Evening First Call Resolution specialists often face challenges such as handling high call volumes during peak hours, addressing complex customer issues with limited resources, and working with reduced support staff compared to daytime shifts. Effectively managing these challenges involves maintaining strong communication with team members, leveraging knowledge bases for quick problem-solving, and staying adaptable to changing priorities. Building expertise in the company's products and services, as well as developing strong listening and empathy skills, can help specialists provide efficient and satisfactory resolutions to customers during evening hours.

What is the difference between Evening First Call Resolution vs Customer Service Representative?

AspectEvening First Call ResolutionCustomer Service Representative
Primary FocusResolving customer issues on first call during evening hoursHandling customer inquiries and providing support across shifts
Work EnvironmentCall centers, customer support teams, evening shiftsCall centers, retail, or service industries, often full-time or part-time
CredentialsBasic customer service skills, communication skills, sometimes certifications in customer supportSame as Evening First Call Resolution, often with experience in customer service

While both roles involve customer interaction, Evening First Call Resolution emphasizes resolving issues on the first call during evening hours, focusing on efficiency and problem-solving. Customer Service Representatives handle a broader range of customer inquiries across various shifts, including evenings, but may not always prioritize first-call resolution. Understanding these differences helps employers and job seekers align expectations and skills for each role.

What are the key skills and qualifications needed to thrive as an Evening First Call Resolution Specialist, and why are they important?

To thrive as an Evening First Call Resolution Specialist, you need strong problem-solving skills, customer service expertise, and often a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and ticketing tools is typically required. Exceptional communication, patience, and the ability to remain calm under pressure distinguish top performers in this role. These skills are crucial for efficiently resolving customer issues during evening hours, enhancing satisfaction, and maintaining company reputation.
Evening First Call Resolution jobs near you

Service Desk Agent

Tata Consultancy Service Limited

Columbus, OH • On-site

$50K - $60K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 3 days ago

Job description

Must Have Technical/Functional Skills
Service Desk
Roles & Responsibilities
• Assist in maintaining knowledge base articles and FAQs for common issues.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Document all interactions and resolutions in the service desk ticketing system.
• Escalate complex issues to higher-level support teams as necessary.
• Monitor and follow up on open tickets to ensure timely resolution.
• Participate in service improvement initiatives and contribute to team goals.
• Provide guidance and training to end-users on software and hardware usage.
• Respond to incoming support requests via phone, email, or chat in a timely manner.
• Adhere to all SLAs for ticket handling and KPIs associate to technician and group performance
• Coordinate training and documentation of troubleshooting and support processes
• Diagnose issues and requests using remote control tool capability, and when possible implement corrective actions and Identify opportunities to increase first call resolution rates by identifying trends
• Excellent interpersonal skills and team co-ordination
• Hands-on experience in supporting IT Service Desk
• Proactive, effectively addressing Incidents and Service Requests, having efficient policies and procedures, and using appropriate tools
• Provide Level 1 assistance to inquiries into the features, functions, and usage of software.
• Receive, categorize, prioritize, log, troubleshoot and monitor all tickets (e.g., Incidents, inquiries, and Service Requests)
• Utilize a pre-defined template on every call and fill out each template completely
• Willing to work in 24/5 shift rotation (including holidays)
Salary Range: $50,000- $60,000 a year
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
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