Your Opportunity

What you are good at

• Excellent customer service skills
• Empathizing with the customer
• Understanding and Practicing Emotional Intelligence (EQ)
• Great oral and written communication skills
• Having a friendly presence and helpful attitude; strong interpersonal skills and ability to work well with others
• Demonstrating professional etiquette in the use of phones
• Communicating complex technical issues in an easy to understand manner to customers with minimal technical knowledge
• Meeting or exceeding defined objectives and metrics (e.g.: talk time, wrap time, first contact resolution, chats per hour, quality assurance evaluations)
• Multi-tasking and using organizational tools effectively in a constantly changing environment
• Executing the defined Service Desk processes with a strong attention to detail
• Receiving constructive feedback and demonstrating improvement
• Being disciplined in adhering to schedules (sign-on, sign-off, break times, etc.)
• Asking direct, relevant, and probing questions
• Providing concise information and settings expectations

What you have

• 2+ years of experience working in a service desk or customer service environment
• Minimum 1-year technical support experience
• Minimum 1-year phone support experience
• Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager)
• Working knowledge of PC technical support, systems administration, networking, Windows, and Mac OS
• Bachelor’s or Associates degree in Information Technology or a related field is a plus
• CompTIA, ITIL, KCS and Microsoft certifications are a plus