Burnett is partnering with a North Austin corporate technology services company to staff top talent for their Tier 1 Tech Support roles. This is an impressive global company that operates both in the public and private sectors. These opportunities are perfect for candidates with 6 months+ of Help Desk experience OR recent Computer/IT grads looking to gain work experience! These roles are slated to start July 6th!
Tier 1 Tech Support Key Objective:
The key objective of the Tier 1 Tech Support Agent is to respond to customer contacts (received by phone, email or incident management tool web interface) in a courteous, professional manner and to either resolve the incident or refer the clients incident/request to the appropriate team in a timely manner.
Tier 1 Tech Support Main Duties:- Receive and respond to client incoming telephone calls utilizing standard customer service skills.
- Monitor and respond to client incoming emails using standard email etiquette and/or predefined standard email responses.
- Undertake initial diagnostics of incident or received service request, use available tools (knowledge management, remote control & incident management applications) and resolve as many contacts as possible on first contact.
- Accurately record and classify all incoming incidents with the appropriate priority, category and incident summary details. Attach emails, attachments or any other communication provided by the client.
- Follow all Service Desk processes and work instructions regarding the handling of all customers and incidents.
- Proactively flag incidents where no knowledge solution is found.
- Meet or exceed the level of service defined for each client when responding to all incoming incidents.
- Escalate to other resolving teams in a timely manner when not able to resolve at the desk.
Tier 1 Tech Support Qualifications:- 6 months+ of Help Desk experience AND/OR IT/Technical certification/degree.
- Excellent verbal and written communication skills.
- Professional telephone etiquette.
- Basic experience in Windows NT/2000/XP, MS Office, MS based applications.
- Basic IT technical support experience.
- Flexible, well-motivated team player, ability to work under pressure.
- Willingness/ability to work shift work
Tier 1 Tech Support Compensation/Schedule/Location:- These roles are full time time, long term contract with possibility of going perm at some point.
- The center is open 24/7, but current shift coverage needs are 7am-4pm/8am-5pm.
- Pay is $16/hr to start. (FIRM)
- Roles are 100% onsite and the office is located in North Austin (78753 zip).
- Must be able to pass a criminal background check and drug screen.
- Roles are slated to start July 6th.
AUSTP30