Salary
💰 $25 - $31 per hour
Job Level
Senior
Tech Stack
ServiceNow
About the role
- Provides the highest level of customer service to users who call the external Help Desk.
- Answer incoming calls, track all information in a call tracking system and uses a knowledge base tool along with expertise to resolve Level 1, 2 and 3 requests in a timely fashion, escalating Level 3 requests as needed.
- Assist with managing escalated customer issues.
- Create updates to process and procedure documentation providing training on changes as needed.
- Mentor lower skilled Agents.
- Resolve advanced technical hardware and software issues utilizing extensive knowledge in software, hardware, network, and peripheral support as well as advanced knowledge in administrative tasks on workstations.
- Provide over the phone remote support to resolve technical issues.
- Respond to tickets via phone, in person, and electronically.
- Track all work with detail and precision within the ticketing system.
- Provide resolutions to issues escalated by Level 1.
- Owns and develops documentation for Level 1/Level 2 help desk staff.
Requirements
- Ability to troubleshoot and resolve o365 related issues at a more advanced level.
- Support commonly used software, hardware, tablets, mobile devices, and network equipment.
- Familiarity with the fundamental principles of ITIL
- Advanced knowledge in multiple ticketing systems including ServiceNow
- Strong ability to multi-task and pivot through the duration of the shift
- Attention to detail in composing, keying, and proofing professional business materials
- Strong communications skill both verbally and written
- Customer oriented with ability to listen to and anticipate needs of the customer
- Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations
- Creative with ability to think around problems and come up with creative solutions
- Takes ownership and responsibility of an issues from start through to a successful resolution
- Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve