Traffic Controller for IT Operations / User Experience (Remote)

Job Summary: Traffic Controller

The primary role for this position is focused on facilitating transparent interaction between Technical Resources and Clients, with an emphasis on monitoring, priority-based, routing and re-routing of requests to maintain team responsiveness and client satisfaction. Candidates should possess the temperament to work well independently and in group settings to contribute to the team's success by delivering elite-level service for our clients.

Through this position, a success­­ful candidate will progress from an associate skill level towards the intermediate at coordinating and communicating the delivery of support services while becoming familiar with incident triage logistics. TechNosis empowers our technical team with the knowledge and tools necessary to provide clients individualized support while remaining calm and having a positive attitude/demeanor under challenging situations.

This is a remote, work from home position.

Responsibilities and Duties

• The successful candidate will be able to execute the following:
• Review and prioritize service request based on common logic including business impact, affected users, time sensitivity and importance
• Write summaries of technical topics in a non-technical, understandable way.
• Utilize the phone for scheduling, providing updates, and leaving voicemails.
• Provide professional and timely client communication including:
  • Proactive phone calls to clients to clarify the specifics of a request
  • Attentive listening to clients to record an accurate representation for the situation
  • Empathy for the affected individual’s urgency to have their issue resolved
  • Detailed documentation of reported issues, plans, and solutions.
• Ensures that real-time client frustration is handled is handled according to the escalation procedure
• Monitor service desk health:
  • Responding to client input
  • Directing and re-directing work to the appropriate resource
  • Course correction in the event scheduling or dialogue has gone sideways
  • Escalate issues as appropriate according to procedure
  • Tracking and reporting trends in service desk performance metrics
• Review support tickets after completion for data and billing accuracy
• Scheduling and facilitating client-facing appointments

Competencies (Knowledge, Skills, and Abilities)

Technology and Communication Focused

• A passion for Technology and it’s general application to business needs
• A desire to demystify technology for people at large
• Strong to Excellent written/verbal communication skills including
  • The ability to distill ideas into structured paragraphs
  • The construction of messaging such that key points won’t be missed
  • Willingness to use Grammar correction tools in the pursuit of constant improvement
• A well-developed Phone personality
• A desired to be pick up the phone to unstick communications

Team Focused

• Adaptability – Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands. Highly self-motivated and directed
• Communications – Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods
• Customer Service – Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service
• Managing Customer Focus – Develops new approaches to meeting customer needs. Establishes customer service standards. Monitors customer satisfaction. Promotes customer focus. Provides training in customer service delivery
• Teamwork – Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests

Education/Experience/Certifications

• 2+ years of total experience in customer service or communications
• 1+ years of experience working with user-level technology, including Microsoft Office, Windows 7/8/10 and MacOS
• Demonstrated experience writing client facing emails
• Demonstrated phone experience