IT Support/ IT Chat Support

• The Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment.
• While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.
• The Service Desk Chat Agent is focused on achieving high levels of first contact resolution and identifying opportunities to streamline/automate agent process.
• The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service.

• Demonstrate active listening in order to gain an accurate understanding of the situation
• Being empathetic to the customer's situation while also showcasing advocacy and ownership of seeking resolution
• Acknowledging the sense of urgency for resolving the issue
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding

• Producing accurate detailed documentation consumable by end users, level two support, and problem management
• Maintain professionalism and netiquette to ensure messages are received as intended
• Respond timely via the chat platform to prevent delay or frustration
• Clearly document actions taken in ticketing record for tracking and data analytics

• Leverage the chat tooling and ticketing platform effectively
• Provide high quality end-user technical support, related to enterprise software and hardware
• Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components

• Demonstrate the ability to collaborate with others
• Display a safe and positive attitude
• Adhere to policies and procedures and act in the best interest of the overall firm

• Excellent customer service skills required
• Excellent communication skills required
• Problem solving skills
• Self-Motivated
• Two to five years of proven, qualified related work experience in a comparable complex and fast paced work environment
• Preferred work experience in technical support role but not required
• Two to five years of chat experience

• High school diploma or GED with relevant work experience.

#CareerBuilder #Monster #Dice #Indeed #LinkedIn