IT - Customer Technical Support Representative

Request ID: 39727-1

Duration: 1 Yr.

Location work will be performed: Raleigh NC 27607

Job Title: IT - Customer Technical Support Representative

Job Description

Please submit the profiles along with typing test.

https://www.typingtest.com/

Typing speed should be at least 45 WPM.

Shifts are 2pm-10pm Tues-Sat & Sun-Thurs. Interview will be via phone, worker will be onsite for the assignment.

Candidate applies basic helpdesk support skills, company policies and procedures in a Tier 1 Help Desk environment providing live chat sessions and email support for products and services on our client's, website.

Incumbent must have a good understanding of the general/technical aspects of a Tier 1 Help Desk. He/she will primarily provide end-user assistance via live chat sessions that are routine to moderately complex in nature and require basic problem resolution and independent judgment. The successful incumbent must allocate his/her own time efficiently and will receive general instructions on all work.

Scope

Point of contact (POC) for feature/function and level one support problems originated by supported end-users.

Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries.

Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters set by managers/team leads.

Qualifications

Education and Experience Requirements:

A high school diploma or equivalent, minimally. A two or four year post-high school degree in a technical field is preferred.

May hold entry level certification(s) in field of work.

• Must have, two - three years of work experience in a helpdesk or call center environment. Previous experience supporting customers via live chat is preferred
• Candidates without the necessary experience will be disqualified.
  
  

Skills Set: Candidates must be able to type 45 WPM.

Candidates must have Microsoft Office product knowledge and trouble shooting skills, to include:

Microsoft Office 2016

Microsoft Outlook 2016

Live Chat and/or any Customer Relationship Management (CRM) software tools.

Possesses the ability to successfully manage and prioritize concurrent task, i.e., handling three chat sessions at one time.

Showcase the ability to communicate well (orally and in writing) working with the client's consumers/customers.

Positive attitude and work ethic.

Self-motivated.

Ability to work well alone or within a team setting.