Hourly Bomgar Jobs (NOW HIRING)

"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".

Job Title:  ESC Administrator II

Duration:  03+ Months (possible extension)

Location:  Orlando, Florida-Remote

Pay Range:  $25 - $26 Hourly

Responsibilities:

• Independently handles all incoming calls, emails, and other communication channels into the ESC, utilizing internal tools to assist customers with inquiries or issues.
• Creates cases for all incoming ESC inquiries and strives for first-contact resolution by proactively identifying needs and opportunities to address issues during the initial interaction.
• Follows established case management guidelines, including timely customer communication, accurate documentation, and effective resolution practices, while demonstrating personal ownership of each case.
• Escalates time-sensitive or high-impact inquiries to a Senior Specialist, Supervisor, or Manager as appropriate, using sound judgment to determine when escalation is needed.
• Responds to, resolves, and/or routes customer inquiries to the appropriate team or team member, taking initiative to ensure inquiries are addressed efficiently.
• Independently researches and resolves general HR, payroll, benefits, and leave related inquiries, demonstrating proactive problem-solving and persistence.
• Proactively follows up on outstanding issues to ensure timely resolution, keeps customers informed of status, and closes ServiceNow tickets when applicable.
• Leverages AI technologies to create accurate call summaries and enhance case resolution processes, taking initiative to utilize tools that improve customer service outcomes.
• Provides online navigation assistance and uses the Bomgar tool to identify and resolve system related issues, demonstrating self-sufficiency in troubleshooting.
• Stays up-to-date on changes in local, state, and federal laws, policy updates, and contract language, proactively seeking out new information to support accurate customer guidance.
• Secures and safeguards confidential employee information in accordance with the Personally Identifiable Information Security Policy and all company data privacy requirements.
• Supports customers across four time zones; adheres to scheduled phone time and remains flexible to meet unexpected volume demands and peak period needs, demonstrating a proactive approach to workload management.
• Adheres to Service Level Agreements (SLAs), Quality Assurance standards, and performance metrics, taking initiative to meet or exceed expectations.
• Performs other duties as assigned by management, demonstrating flexibility and a proactive willingness to support team needs.

Job Requirements:

Minimum

• HS diploma or equivalent and 3 years related experience required or 4 years equivalent combination of education and work-related experience.
• Experience working in a shared services or high-volume processing environment with in-person and virtual resources.
• Ability to multitask and meet deadlines with a high sense of urgency.
• Adaptable to changing circumstances and a strong ability to anticipate needs.
• Ability to be flexible & respond to various demands while consistently prioritizing employee requests in a fast-paced environment.
• Commitment to quality and collaboration in a team-based environment.
• Excellent speaking and written communication skills.
• Demonstrated outstanding customer service, problem-solving, and critical thinking capability.
• Comfortable adopting new technology and supporting a culture where employees use AI responsibly and effectively in daily tasks.

Preferred:

• Associates/Bachelors degree + 1 year experience
• Experience with employee population comprised of corporate, hourly, production, manufacturing, and union workers.
• Experience with Genesys Cloud Contact Center Telephony
• Knowledge and training in core HR systems (on-premise and cloud) highly desirable; experience or certification in Workday, ServiceNow, Absence Tracker, Copilot, and UKG preferred.
• Demonstrated ability to leverage AI features within ticketing, CRM, or knowledge systems to improve accuracy, reduce handle time, and enhance the customer experience.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.