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Amicis Global Technologies
Amicis Global Technologies

85 Amicis Global Operations Jobs Hiring Near You

Amicis Global

Technical Support

Columbus, OH · On-site

$20 - $22/hr

Title: IT Technical Support Location: Columbus, OH Duration: 12 Months Executive Summary: The Service Desk Chat Agent is the first point of contact that supports end users via our live chat channel ...

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    IT Technical Support / Helpdesk Support in South Jordan, UT 84095

    Amicis Global

    Columbus, OH • On-site

    $21/hr

    Contractor

    Re-posted 2 days ago

    Job description

    Title: IT Technical Support / Chat Support
    Location: Columbus, OH 43219
    Duration: 06 Months
    Pay Rate: $21.00/- on W2
     
    About Job:
    Roles and Responsibilities:
    The Service Desk Chat Agent is the first point of contact that supports end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Chat Agent is focused on achieving high levels of first contact resolution and identifying opportunities to streamline/automate agent processes. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service.
     
    Expectation of Role:
    Customer Service Skills:
    • Demonstrate active listening in order to gain an accurate understanding of the situation
    • Being empathetic to the customer’s situation while also showcasing advocacy and ownership of seeking resolution
    • Acknowledging the sense of urgency for resolving the issue
    • Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding
    Communicate effectively:
    • Producing accurate detailed documentation consumable by end users, level two support, and problem management
    • Maintain professionalism and netiquette to ensure messages are received as intended
    • Respond timely via the chat platform to prevent delay or frustration
    • Clearly document actions taken in ticketing record for tracking and data analytics
    Technical Proficiency:
    • Leverage the chat tooling and ticketing platform effectively
    • Provide high quality end-user technical support, related to enterprise software and hardware
    • Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components
    Culture Carrier:
    • Demonstrate the ability to collaborate with others
    • Display a safe and positive attitude
    • Adhere to policies and procedures and act in the best interest of the overall firm
    Qualifications:
    • Excellent customer service skills required
    • Excellent communication skills required
    • Problem solving skills
    • Self-Motivated
    • Two to five years of proven, qualified related work experience in a comparable complex and fast paced work environment
    • Preferred work experience in technical support role but not required
    • Two to five years of chat experience
    Required Education:
    • High school diploma or GED with relevant work experience