Responsibilities

Brasfield & Gorrie, a recognized leader in the construction industry, has an exciting opportunity available for an IT Support Representative in Atlanta, Georgia. The IT Support Representative will perform dispatching, customer service, and administrative duties to receive, screen, record, prioritize, assign, and close customer requests for technical service support.

Responsibilities and Essential Duties include the following (other duties may be assigned):

• Answer inbound calls from users and service technicians in a professional manner • Competently dispatch calls and assign service requests to appropriate technicians • Create service tickets in an ITSM tool• Review user information account accuracy • Perform quality assurance follow-up calls to ensure customer satisfaction • Act as customers’ single point of contact for all types of service requests and technical issues • Process service requests as they arrive through email, phone, chat, or direct customer interaction • Manage service ticket queues daily to ensure that all tickets are assigned out to support technicians• Improve customer service, perception, and satisfaction • Ensure fast turnaround of customer requests • Work in a team and communicate effectively • Improve usage and increase the productivity of IT support resources • Escalate service requests that cannot be scheduled within agreed service levels • Enter all work as service tickets into Support Ticketing System • Other tasks and duties as assigned

Education - Skills - Knowledge - Qualifications & Experience

• Bachelor’s degree preferred • Minimum of two years of customer service/ IT support/call center experience preferred• Experience working in a call center environment preferred • Available to provide phone coverage during business hours• Strong interpersonal, written, and verbal communication skills • Highly organized • Capability to handle multiple tasks with competing deadlines • Ability to maintain a sense of urgency and follow through to task completion • Highly motivated, sense of responsibility, self-discipline & willingness to learn • Documentation, Data Entry, Telephone, and Reporting Skills • Ability to remain organized while prioritizing and managing multiple tasks simultaneously

The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listing of all miscellaneous, incidental, or similar duties which may be required from day-to-day. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Building Your Brasfield & Gorrie Career

Start your career in a big way

No matter your starting point, when you join the Brasfield & Gorrie family, you open the door to a rewarding career at one of the most respected and dynamic companies in the industry. Here you decide your path and what you will make of your career—and your life.

We value everyone

At Brasfield & Gorrie, we see our purpose as building exceptional people, trusting relationships, great projects, and strong communities. Valuing everyone is essential to our purpose, so for us, valuing diversity and inclusion is more than a lofty company commitment; it’s a way of building relationships that helps us live our purpose in our daily work.

You’ll benefit from working at Brasfield & Gorrie

By offering a strong foundation of employee benefits, we ensure that you and your family have the tools and means to prosper. We’re proud to provide a competitive benefits and compensation package. Our employees have access to medical, dental, vision, life insurance, 401(k), wellness programs, career development classes, and many more benefits. We’re proud to be ranked by both Top Workplaces and Best Places to Work in multiple cities!

About Brasfield & Gorrie

Founded in 1964, Brasfield & Gorrie is one of the nation’s largest privately held construction firms, providing general contracting, design-build, and construction management services for a wide variety of markets. We're skilled in construction best practices, including virtual design and construction, integrated project delivery, and Lean construction, but we're best known for our preconstruction and self-perform expertise and exceptional client service. Brasfield & Gorrie has 13 offices and more than 3,200 employees. Our 2020 revenues were $3.9 billion. Engineering News-Record ranks Brasfield & Gorrie 22nd among the nation’s “Top 400 Contractors” for 2021. Brasfield & Gorrie is ENR Southeast's 2021 Contractor of the Year.