Call Center Exp.

Job Code:

1741

Company Name:

Expinfo Inc

Job Location:

Springfield, Massachusetts

Zip Code:

01103

Job Category/Title:

Call Center Exp.

Employment Category:

Contract - W2

Position Type:

Salary:

Negotiable

Pay Rate:

Negotiable

Travel Required:

No

Interview Type:

Required IT Skills:

Windows, VPN, IOS

Job Description:

Responsibilities:

• Interpret, evaluate and resolve inquiries from customers who call pertaining to the functional operation of all installed application, hardware and software products supported by IT

• Provide exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products

• The primary goal is to provide high quality, accurate and time-sensitive service to our customers in a high volume help desk call center environment

• Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes

• Resolve 80% or more of interactions on first call, achieve performance goals, and increased productivity

• Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues

Roles:

• Possess strong written and oral communication skills

• Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution

• Exhibits exceptional Customer Service soft skills

• Illustrates high attention to incident description, detail, and impact

• Self-motivated and goal-oriented, capable of working in a fast paced and changing environment

• Call center environment experience

• Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas

Skills:

• Strong knowledge of the following supported products and platforms: Windows 2000, XP, Vista, Win7 & Windows 8 Operating Systems and Microsoft Office Suite 2003-2010

• Proficient understanding of Mac OSX Operating System

• 1 – 2 years ACD, high volume call center environment experience

• 1 – 2 years first level Technical support experience

• Working knowledge of issues/request ticketing system preferred

• Proficient understanding of the following mobile devices and platforms: Android and iOS

• Familiarity with VPN tools and remote support tools such as MS Lync, Webex, or TeamViewer

Required Skills:

• CALL CENTER ENVIRONMENT

• IOS

• ANDROID

• MAC OS

• MICROSOFT OFFICE

Additional Skills:

• SVC

• TECHNICAL SUPPORT

• RECEPTIONIST

• RETAIL SALES

• MOBILE DEVICES

• VPN

• PROBLEM SOLVING

• MICROSOFT WINDOWS

• IBM SVC

• HIGH VOLUME CALL CENTER

• HELP DESK

• WORK FLOW

• WINDOWS 8

• WINDOWS 2000

• GOAL-ORIENTED

• MS OFFICE

• CUSTOMER SERVICE

• ACD

No. of Posts:

1

Comments/JobNotes:

Job Expiry Date:

March 13, 2018

Telecommute:

No

Contact Information

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Posted date: February 28, 2018

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