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This level is staffed by individuals who have help desk & call center experience delivering excellent customer service. This position is 100% phone support. Working knowledge, or experience in the following areas is required: Computer hardware/software, iDevices, Tough Books, Windows 7 & 10 OS, MS Office suite, Share Point, Active Directory, Skype, Mainframe, Print management tools, and Experience working with ticketing systems. ServiceNow ticketing system experience is preferred. Strong analytical/troubleshooting skills with experience identifying issues quickly to determine if the solution can be applied during the call or if the issue requires escalation is also required. Additional experience and qualities desired include: Personable and approachable, Excellent communication skills, strong typing, writing and reading skills, active listening skills, experience working and contributing to a team environment supporting contacts via phone, email, and self-service portal, Ability to identify and solve problems quickly/escalate issues efficiently, Familiarity with knowledge process for creating procedural articles is desirable, Ability to multitask while client is on the phone by researching knowledge and documenting tickets, Demonstrated competency in logical and analytical thinking, Experience in the adaptation and application of rapidly changing technology to business needs, Proficient at exercising self-discipline and mindfulness in open call center environment, Experience working in contact center environment where the importance of adhering to scheduled breaks is measured, Experience working and performing well in environment where individual performance metrics and scores are measured monthly, Ability to work any 8 hour shift within 6AM-6PM EST time span as needed, Flexibility to support 24x7 shifts during inclement weather events including Holiday and weekend as needed.
