Tech Support/Call Center

SUMMARY OF DAY TO DAY RESPONSIBILITIES:

Job description below - Tech Support Call Center role

MUST HAVE

1.) Above average computing and navigational skills

2.) Exceptional customer service skills in a client facing role such as a call center/tech support role - must have exp. with customer support

3.) Team player who collaborates effectively with peers and other teams but can also work well independently

4.) Good knowledge of Microsoft Office 365 (Word, Excel, OneNote and PowerPoint)

5.) Ability to type at least 30 words per minute

6.) Required 5 Days a week on site

7.) Looking to grow in IT - willing to learn and grow into the role

8.) Call Center with Technical Support Background - troubleshooting experience

9.) Knockout Questionnaire is completed and attached with submission (candidates are to bring preliminary questionnaire to interview)

10.) Access to a mobile device for multi factor authentication

Note: Must Have Interview availability for onsite interviews, must have reliable transportation to get to the office (there are no bus routes in this area)

NICE TO HAVE

1.) IT Helpdesk experience/Experience with Ticketing

2.) Technical degree and/or IT Certification preferred.

3.) General knowledge and understanding of PC hardware and components.

EDUCATION: High school education required. 0-2 years of related experience. Associates Degree or Technical Certification preferred

Job Description

The business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across two locations.. Working in collaboration with support teams, the business relies on Service Desk employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first call resolution rates.

Accountabilities:

The primary accountability of this position is to provide first level technical support. Key responsibilities include:

(1) Respond to a variety of inbound colleague calls/emails

(2) Ensure accurate and detailed problem documentation/ticketing

(3) Provide timely escalation and follow-up with support groups and colleagues

(4) Identify and escalate wide-impact or potential wide-impacting outages

(4) Identify trends and opportunities for improvement as well as provide ongoing feedback

(5) Build ongoing support proficiency for other skills and applications

Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, colleague interaction, first contact resolution, support proficiency and ticketing quality.

Qualifications / Skills / Experience:

Exceptional customer service skills

Experience with ticketing systems is an asset

Excellent written and oral communication skills

Above average computing and navigational skills

A team player who collaborates effectively with peers and other teams

University Degree or a College degree/diploma is considered an asset

Good knowledge of Microsoft 0365 products (Word, Excel, OneNote and PowerPoint)

Ability to work flexible schedules based on business forecast requirements (which are subject to change). We offer weekly rotations which can include day shifts, evening shifts, week-end shifts and overnight shifts. Shifts are published in advance and do require flexibility to ensure appropriate coverage.

Ability to work flexible schedules; based on business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts and week-end shifts; we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first.

Technical/Troubleshooting ability:

A technical support background or related education including experience with some or all of the following: Windows 10, IE11,Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support.

Experience with iPad, Tablets, Smartphone and Android devices

Accountabilities:

The primary accountability of this position is to provide first level technical support. Key responsibilities include:

(1) Respond to a variety of inbound colleague calls/emails

(2) Ensure accurate and detailed problem documentation/ticketing

(3) Provide timely escalation and follow-up with support groups and colleagues

(4) Identify and escalate wide-impact or potential wide-impacting outages

(4) Identify trends and opportunities for improvement as well as provide ongoing feedback

(5) Build ongoing support proficiency for other skills and applications

MUST HAVE

1.) Above average computing and navigational skills

2.) Exceptional customer service skills in a client facing role such as a call center/tech support role - must have exp. with customer support

3.) Team player who collaborates effectively with peers and other teams but can also work well independently

4.) Good knowledge of Microsoft Office 365 (Word, Excel, OneNote and PowerPoint)

5.) Ability to type at least 30 words per minute

6.) Required 5 Days a week on site

7.) Looking to grow in IT - willing to learn and grow into the role

8.) Call Center with Technical Support Background - troubleshooting experience

9.) Knockout Questionnaire is completed and attached with submission (candidates are to bring preliminary questionnaire to interview)

10.) Access to a mobile device for multi factor authentication

Note: Must Have Interview availability for onsite interviews, must have reliable transportation to get to the office (there are no bus routes in this area)

NICE TO HAVE

1.) IT Helpdesk experience/Experience with Ticketing

2.) Technical degree and/or IT Certification preferred.

3.) General knowledge and understanding of PC hardware and components.

EDUCATION: High school education required. 0-2 years of related experience. Associates Degree or Technical Certification preferred

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.