IT Help Desk Agent

Summary

Join Pivot Point Consulting as a Level 1 Call Center Agent and provide exceptional 24/7 support to customers. You will handle ticket escalations, process call transactions, and deliver service to end-users. Strong customer service and communication skills are essential. The role requires proficiency in various software applications and troubleshooting skills. A 2-year associate's degree or equivalent experience is desired, along with 1-2 years of experience in IT or call centers. This position offers a competitive hourly rate.

Requirements

• Possess Proper phone etiquette and effective listening skills
• Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar
• Knowledge of customer service principles and practices
• Must be able to sit for long periods of time
• Experience supporting software computer applications and equipment from a remote helpdesk environment
• Experience with mobile device support (iPhone and Android)
• Must be a team player and build good working relationships across all functions of the company
• Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus
• Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
• Need to be flexible, adaptable, and possess creative problem-solving skills

Responsibilities

• Handle Ticket/Issue Escalations for assigned call center
• Accurately process and record call transactions using a computer and designated tracking software
• Assist with last minute coverage needs
• Review customer’s information and determine the issue by evaluating and analyzing the symptoms
• Deliver service and support to end-users, including via remote connection or over the Internet
• Research required information using available resources
• Follow standard processes and procedures
• Follow up and make scheduled call backs to customers where necessary
• Stay current with email, team chats, system information, changes, and updates
• Follows proper escalation procedures as defined by management
• Ensure customers receive prompt, accurate and courteous service

Preferred Qualifications

• 1-2 years of experience in the Information Technology and/or Call Center field
• 2-year Associates degree or equivalent experience
• ITIL training
• Medical/clinical terminology

Benefits

$16 - $20/hour