Help Line Agent II
*Local to Richmond, VA only please
*This is a hybrid position with a rotating schedule of one week onsite, one week remote
Description:
- This level is staffed by individuals who have IT help desk experience delivering excellent customer service.
- This position is 100 phone support.
- The ideal candidate must possess extensive knowledge of the Windows 11 operating system.
- Additional working knowledge or experience in the following areas is required:
- Computer hardware/software iDevices Tough Books Windows 10 11 OS MS Office suite Teams Share Point Active Directory Mainframe print management tools and Experience working with ticketing systems.
- ServiceNow ticketing system experience is required
- Strong analytical/troubleshooting skills with experience identifying issues quickly to determine if the solution can be applied during the call or if the issue requires escalation is also required.
Skills/Knowledge/Experience:
- Personable and approachable Excellent communication skills strong typing writing and reading skills active listening skills experience working and contributing to a team environment supporting contacts via phone email and self-service portal
- Ability to identify and solve problems quickly/escalate issues efficiently
- Familiarity with knowledge process for creating procedural articles is desirable
- Ability to multitask while client is on the phone by researching knowledge and documenting tickets
- Demonstrated competency in logical and analytical thinking
- Experience in the adaptation and application of rapidly changing technology to business needs
- Proficient at exercising self-discipline and mindfulness in open call center environment
- Experience working in contact center environment where the importance of adhering to scheduled breaks is measured
- Experience working and performing well in environment where individual performance metrics and scores are measured monthly
Required Skills/Knowledge/Experience:
- MUST have experience with ServiceNow ticketing system
- Great Customer Service Skills Strong analytical troubleshooting and typing skills
- MUST have experience and knowledge of Windows 11 operating system
- MUST have experience in an IT setting with computer hardware/software and troubleshooting and identifying issues to work towards resolution
Soft Skills:
- Strong communication skills both verbal and written
- Ability to lead collaborate or work effectively in a variety of teams including multi-disciplinary teams
Required Years of Experience:
- 3 years of IT Phone Support experience
Education:
- Minimum of High School Diploma and or Equivalency
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