Job Title:Help Desk Support Customer Service - C - Part TimeJob DescriptionThe Sr. Advisor I, Customer Service interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position requires broad knowledge of client products and/or services to resolve non-standard or escalated customer issues.Summary of Tasks:This position is part time WFH, Monday - Friday 8:00am -12:00; pm. Must train days Monday - Friday 8:00am -5:00pm for 4 weeks.
Accept inbound requests via phone, chat, email and ticket queues
Record and process incidents and service requests according to process specifications
Communicate with users to understand issues and provide known solutions
Document and resolve incidents according to process specifications
Forward incidents which cannot be resolved to downstream support groups according to process specifications
Initiate escalations according to process specifications
Work collaboratively supporting team via Skype/Lync/Circuit/MS Teams
Assist with training and supporting fellow agents
Average expected time on task between 4 to 12 minutes
Expected resolution rate between 70% - 90%
Expected to take part in on-call rotation with other admins as necessary
Requirements:
Alternatively:1 - 2 years work experience in IT related field
Experience in a Service Desk or Deskside environment preferred
Experience in customer service ideally gained in a customer facing environment
Experience with IIQ request systems
Experience navigating OKTA admin and Symantec Credential ID platforms
Experience working with Financial, Casualty, or Insurance entities with dedicated focus on time sensitive incident resolutions.
English proficiency in both verbal & written form
Must be culturally sensitive; appreciate cultural differences
A+, Network +, HDI and/or Microsoft certifications preferred
ITIL v3 a plus
Knowledge of computer technology:
Windows Client
Microsoft Outlook
Microsoft Office (Word, Excel, PowerPoint)
Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
PC hardware and mobile devices troubleshooting
Corporate network and network printer support experience
Terminal emulation for mainframe (Rumba) support experience
Fundamental knowledge of the Windows Active Directory and domain concept
Fundamental knowledge of CitrixDirector, and VM Ware environments
General knowledge of Microsoft Exchange
Experience with command line scripting a plus
Soft Skills Profile:
Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn
Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management
Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
Ability to work well under pressure, set priorities and comfortable making quick decisions
Location:USA, NC, Work-at-HomeLanguage Requirements:Time Type:Part timePhysical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)Eligibility to Work:In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.Where Job May be Performed:Currently, this position may be performed only in the states listed here (https://jobs.concentrix.com/global/en/advisor-positions) .Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.For more information regarding your EEO rights as an applicant, please visit the following websites:English (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRights6.12.pdf)Spanish (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRightsSp6.12.pdf)To request a reasonable accommodation please click here (https://jobs.concentrix.com/global/en/reasonable-accomodation) .If you wish to review the Affirmative Action Plan, please click here (https://jobs.concentrix.com/global/en/affirmative-action) .