• Performing technical customer support to our NYS client via telephone, chat, and email support
• Provide level 1 triage and resolutions such as password resets, account unlocks, and troubleshooting network connectivity issues.
• Performing callbacks as required
• Identifying and/or coordinating hardware and software requests and offering solutions for customer accounts
• Acting as a subject matter expert (SME) across limited subject areas.
• Training and mentoring other service desk associates as needed

• High School Diploma/GED or equivalent experience
• Ability to learn and become knowledgeable of customer products and services
• Experience working on a help desk/service desk handling tickets preferred
• Experience troubleshooting Desktop hardware and associated peripherals preferred
• Proficiency in navigating accounts with multiple skill set requirements
• Demonstrate effective soft skills, active listening skills, and ability to empathize with customer’s situation
• Ability to eventually resolve more complex support ticket requests
• Ability to provide support to new team members
• Effectively manage the length of calls/handle time
• Ability to thrive in a fast-paced but fun work environment.
• Promote teamwork and call center success
• Must have an entry to intermediate understanding of - Microsoft Outlook 2010, Windows 10, Various web browsers, and basic computer terminology

Compensation:

• Qualified candidates can expect an hourly wage range of $15.50 - $18.00 per hour depending on experience.
• Note: Compensation is benchmarked on local Washington, New York, and California area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective locations.

Zones offers a comprehensive Benefits package
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.
At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!