What are the responsibilities and job description for the IT Technical Support position at Amicis Global Technologies?
Title: IT Customer Support
Location: South Jordan, UT
Duration: 6-12 Months
Executive Summary
The Service Desk Chat Agent is the first point of contact that supports 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,and 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 the agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best-in-class service.
Responsibilities Include
Demonstrate strong customer service skills to provide phone support, including:
Responsibilities include assessment, triage, research, training/education, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
Under general oversight, provides after-hours and weekend support as needed.
The position requires attention to detail, follow-through, teamwork focus and positive attitude.
An understanding of technology and the ability to apply that knowledge to support all existing systems
Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person
Create a positive customer support experience, build rapport and trust with end users through a professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly
Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations
Provides investigation, diagnosis, resolution and recovery for hardware/software problems
Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software
Qualifications
Excellent customer service skills required
Excellent Communication Skills Required
Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment
Preferred work experience in a technical support role, but not required
Required Education: High school diploma or GED with relevant work experience
Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
Self-motivated and able to work on own initiative in a high-pressure environment
Willing to work variable shifts including evenings, weekends, and public holidays
Location: South Jordan, UT
Duration: 6-12 Months
Executive Summary
The Service Desk Chat Agent is the first point of contact that supports 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,and 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 the agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best-in-class service.
Responsibilities Include
Demonstrate strong customer service skills to provide phone support, including:
- Listening to the customer to gain an accurate understanding of the situation
- Being empathetic to the customer's situation and having a sense of urgency to resolve the issue
- Resolving conflict
Responsibilities include assessment, triage, research, training/education, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
Under general oversight, provides after-hours and weekend support as needed.
The position requires attention to detail, follow-through, teamwork focus and positive attitude.
An understanding of technology and the ability to apply that knowledge to support all existing systems
Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person
Create a positive customer support experience, build rapport and trust with end users through a professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly
Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations
Provides investigation, diagnosis, resolution and recovery for hardware/software problems
Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software
Qualifications
Excellent customer service skills required
Excellent Communication Skills Required
Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment
Preferred work experience in a technical support role, but not required
Required Education: High school diploma or GED with relevant work experience
Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
Self-motivated and able to work on own initiative in a high-pressure environment
Willing to work variable shifts including evenings, weekends, and public holidays
