Help Desk Support

Role: Customer Service Representative(Network support)

Location: Melbourne, FL

Duration: 12 months

Notes:

2nd Shift timings: Monday to Friday 2:45 P.M. to 11:30 P.M.

3rd shift - Monday to Friday 11:30 P.M. to 07:30 A.M

Must- Haves (Hard Skills):

· Excellent Customer Service skills.

• 5 years of customer service experience.

• Accurate typing skills.

• Ability to follow standard procedures.

• Prioritize tasks according to urgency and importance.

• Ability to work in a fast paced, team environment and adapt quickly to new procedures and changing situations.

• Position requires strong attention to detail and adherence to policies and procedures.

• Ability to log detailed notes regarding communications between responsible parties regarding requests.

• Help train new team members as needed.

Job Description:

Our client is looking for a Customer Service Representative (CSR) who will support a large nationwide customer. This individual will be a key member of the Network Operations Control Center (NOCC), and they will closely support the geographically dispersed network and team located throughout North America.

The CSR will be responsible for handling Inbound and Outbound Calls, Email, and an Incident Management Queue in support of a mission-critical program. The ideal candidate will have excellent communication and customer service skills, be detail oriented and be able to remain calm during urgent and sometimes stressful situations.

Responsibilities and Expectations Include:

• Candidates must have a flexible schedule. Typical shift is M-F day shift, but at times may need to support 2ndshift, On Call Nights and Weekends, work on Holidays.

• Clearly and effectively share information using oral and written communication skills.

• Excellent Customer Service skills.

• Accurate typing skills.

• Ability to follow standard procedures.

• Prioritize tasks according to urgency and importance.

• Ability to work in a fast paced, team environment and adapt quickly to new procedures and changing situations.

• Position requires strong attention to detail and adherence to policies and procedures.

• Ability to log detailed notes regarding communications between responsible parties regarding requests.

• Help train new team members as needed.

Qualifications:

• High School Diploma or equivalent and a minimum of 6 years of prior relevant experience or 2 years post-Secondary/Associates Degree with a minimum of 2 years of prior related experience. Will consider experience in liue of a degree

Preferred Additional Skills:

• Experience with Office Applications (Outlook, Excel) preferred but not required.

• Experience with Remedy Incident Management System (or equivalent) preferred but not required.

• Technical and/or Networking background preferred but not required.

Job Types: Full-time, Contract

Salary: Up to $30.00 per hour

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Melbourne, FL 32901: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 5 years (Preferred)
• Customer service: 5 years (Preferred)
• Remedy Incident Management System (or equivalent): 3 years (Preferred)

Work Location: One location