Contract Duration :
2 shifts available:
Sat – Weds 0500-1330
Sat – Weds 0900-1730
A tier 1.5 inbound Service Desk. This means we do more troubleshooting and have a higher first call resolve percentage than most Call Center Help Desks. Basic knowledge and troubleshooting are required as listed below to be successful in this role.
The following skills have a:
1. Virtual Workplace
- Required 3-5 years of experience.
When working virtually here are the expectations:
- You have a professional environment; not distracting, noisy, call center ready.
- Required to connect directly to a router/modem (No wifi).
- ISP provides stable connectivity (No wifi).
2. Customer Service
Understands standard call control techniques and soft skills that promote customer satisfaction while meeting production goals. Must speak fluent English.
3. ITSM Ticketing Tools
Uses ServiceNow for catalog requests and incident management records. Ability to properly document and process different record types.
4. Major Incident (Outages)
Able to quickly identify incidents impacting multiple people, services or members, and to report effectively on the conditions in an accurate manner.
5. Password Resets
Will be required to manage 10 different personal password accounts with different expirations and policy requirements used to reset customers passwords upon request.
6. Active Directory
Active directory is primary authentication technology. Should have a good understanding of authentication, complex password policies and member groups.
7. Knowledge Management
Our environment is fast paced and requires individuals who are self-sufficient in using available resources, like a knowledge base, to be successful. Must be capable of using effective search criteria, follow instructions listed in knowledge articles, compare multiple results with a limited need of assistance.
8. Desktop/Laptop Troubleshooting
This includes troubleshooting components like hardware (PC, monitor, phones, printers, etc.), client software (process ending, setting changes, uninstall/reinstall), and web browsers (clearing cache, policy updates, settings)
9. Remote Troubleshooting
The ability to remote into a workstation and take control to perform diagnostic and troubleshooting steps.
10. Telework Troubleshooting
A combination of troubleshooting internet, teleworker equipment, VPN sessions and 2FA for a population of over 10k customers. Knowledgeable in troubleshooting basic network connectivity.
11. Mobile Devices
Uses both iPhones and iPads that will require updates and authentication support.
Vector Talent Resources is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information.
- Professional Customer Services