Help Desk Support Customer Service - C - Part Time

Job Title: Help Desk Support Customer Service - C - Part Time

Job Description

The Sr. Advisor I, Customer Service interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position requires broad knowledge of client products and/or services to resolve non-standard or escalated customer issues. Summary of Tasks: This position is part time WFH, Monday - Friday 8:00am -12:00; pm. Must train days Monday - Friday 8:00am -5:00pm for 4 weeks. ? Accept inbound requests via phone, chat, email and ticket queues ? Record and process incidents and service requests according to process specifications ? Communicate with users to understand issues and provide known solutions ? Document and resolve incidents according to process specifications ? Forward incidents which cannot be resolved to downstream support groups according to process specifications ? Initiate escalations according to process specifications ? Work... collaboratively supporting team via Skype/Lync/Circuit/MS Teams ? Assist with training and supporting fellow agents ? Average expected time on task between 4 to 12 minutes ? Expected resolution rate between 70% - 90% ? Expected to take part in on-call rotation with other admins as necessary Requirements: ? Alternatively:1 - 2 years work experience in IT related field ? Experience in a Service Desk or Deskside environment preferred ? Experience in customer service ideally gained in a customer facing environment ? Experience with IIQ request systems ? Experience navigating OKTA admin and Symantec Credential ID platforms ? Experience working with Financial, Casualty, or Insurance entities with dedicated focus on time sensitive incident resolutions. ? English proficiency in both verbal & written form ? Must be culturally sensitive; appreciate cultural differences ? A, Network , HDI and/or Microsoft certifications preferred ? ITIL v3 a plus Knowledge of computer technology: ? Windows Client ? Microsoft Outlook ? Microsoft Office (Word, Excel, PowerPoint) ? Diverse browser support experience (Internet Explorer, Chrome, & Firefox) ? PC hardware and mobile devices troubleshooting ? Corporate network and network printer support experience ? Terminal emulation for mainframe (Rumba) support experience ? Fundamental knowledge of the Windows Active Directory and domain concept ? Fundamental knowledge of CitrixDirector, and VM Ware environments ? General knowledge of Microsoft Exchange ? Experience with command line scripting a plus Soft Skills Profile: ? Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility ? Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn ? Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management ? Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures ? Ability to work well under pressure, set priorities and comfortable making quick decisions Location: USA, NC, Work-at-Home Language Requirements: Time Type: Part time Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature. If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Eligibility to Work: In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence. Where Job May be Performed: Currently, this position may be performed only in the states listed here. Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets. For more information regarding your EEO rights as an applicant, please visit the following websites: ? English ? Spanish To request a reasonable accommodation please click here. If you wish to review the Affirmative Action Plan, please click here Apply Job!