Due to Covid
-19 a large number of State Government employees are working remotely and experiencing basic computer connectivity issues. We are seeking candidates with great personalities and top
-notch customer service skills to assist employees to navigate technical challenges.
Must be able to work directly for any US Company and be located within an hour radius of Raleigh, NC
Computer, headset, technical support and training provided
Hours: 10am to 6pm EST
Reporting to the Team Lead, your primary responsibility will be to serve as the first point of contact with the client in order to solve incidents, troubleshoot, and provide above average customer service in order to maximize results on each call.
-Answer inbound calls from state employees that are working remotely
-Support VPN connectivity issues / questions
-Support internal applications / questions
-up on emails when required
-Keep current on emails sent by Management on updates of latest issues and their resolutions
-Maintain records of all calls from customers using designated Service Management tools
-Provide documentation of steps involved in resolving customer issues
-Triage and escalate issues to the appropriate department and personnel as required
Required Technical Skills
-Strong internet connection
-Distraction free home
-based work environment
-Capabilities using remote access tools such as LogMeIn, TeamViewer, Bomgar (BeyondTrust)
-PC experience and knowledge of business software required with a concentration in Microsoft applications (Windows, Word, Excel, PowerPoint, Outlook, etc.
Requirement Soft Skills
-Excellent English and communication skills; oral and written
-Top notch customer service
-Ability to analyze problem situations, troubleshoot, and present appropriate solutions
-Superior telephone manner and listening skills
-Able to work well independently, as well as within a team environment
-Ability to create and respect strong working relationships with all levels
-Organizational skills, self
-starter, and able to work under pressure while managing multiple competing priorities
-Keep others informed, listen for understanding, effective presentation skills and concise writing ability.
College Degree nice to have
IT Education preferred
In progress degree acceptable
Comprehensive deskside, lounge or remote troubleshooting and support for all PC user-computing hardware.
MacIntosh experience and iPad/iPhone troubleshooting
Strong troubleshooting skills regard PC hardware and standard PC productivity applications such as Microsoft Office, Microsoft Outlook and Microsoft Lync, Skype for Business. Proficiency with Windows 7 and 10.
Extensive experience providing high quality, face-to-face support to end users.
Physically capable of lifting/handling PC related hardware including packaging and deployment of build PC devices to appropriate locations on site.
Capable to work methodically and without supervision. Ability to work to timescales and deadlines to meet demand
Knowledge of Remedy or other incident management ticketing software.