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Come join a growing global company that has a laid-back culture, values your skills, focuses on growing your career, and promotes work-life balance. Competitive pay, a generous time-off policy, and full benefits including 401k with matching are included in our Benefits Package. This role will report to and partner with our offices in Miami, FL and Philadelphia, PA while working from home.
Our IT Service Desk Call Center Support Agents spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.
Responsibilities:
Diagnose and troubleshoot end-user desktop application issues and provides an appropriate solution
Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
Provides case status updates to management and end-users per service level guidelines
Documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
Provide support for PCs, laptops, printers, cell phones, and tablets, etc.
Support end-users in their use of applications such as Microsoft Office, VPN, Citrix, and MDM (mobile device management)
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
Communicates with customers at all levels of technical and non-technical skills sets
Follow all standard operating procedures (SOP) through the effective use of Knowledge management
Required Qualifications:
Related work experience preferably in a Customer Service focused environment, IT Service Desk/Call Center environment experience a bonus
Focus on providing exceptional customer service with enthusiasm with an understanding of operations, and processes
Able to communicate effectively in English both written and verbal with leadership, team members, and customers
Ability to type while involved in a conversation, at least 30 WPM
Working knowledge of Windows operating systems and basic network configurations preferred
Working knowledge of the Microsoft Office application suite including MS Outlook preferred
Active Directory and Exchange experience a bonus yet not required
Solid analytical/cognitive skills to troubleshoot complex and technical problems
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
Demonstrated capability to achieve results under pressure in a fast-paced call center driven environment
