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Jobs or company...

IT Call Center Agent

Salary undisclosed

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Dice
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Simplified

Employment Type: Contract - W2

Duration: 7+ months with potential possibilities of contract extensions as per the business requirements

Max Pay Rate: $20.71 per hour

Job Location: Phoenix, AZ 85007

Position: 100% Onsite; 40 hours per week

Position Description:

Our client is seeking an Information Technology (IT) Call Center Agent to provide support for internal and external ADE customers. This position will report to a high-volume call center environment as the initial point of contact and representative for IT.

Duties:

  • Responsible for answering phone calls and emails to support all inquiries regarding ADE technology issues.
  • Issues include connection and access issues to all client-supported application systems and services including, but not limited to, Common Logon, ADEConnect, and the Service Desk.
  • Manage and assess all incoming phone and email inquiries from ADE technology stakeholders to provide resolution, transfer, or escalation.
  • Service request management including ServiceDesk Support Tickets, Inbound/Outbound Phone Calls, and Inbound/Outbound emails.
  • Participate in conversations and document concerns regarding identifying trends and resolutions for ADE technology stakeholders-related matters.
  • Participate in weekly team huddles and online or in-person team meetings when required.
  • Other duties as assigned as related to the position.

Skills Required:

  • Knowledge in Service request management Service request tracking software.
  • Thorough understanding of IT Tier I support and escalation procedures Thorough understanding of issue triage and documentation.
  • Customer service principles and practices. General knowledge of vendor technologies, and in-house developed applications.
  • An Associate's degree and two years of experience in IT support (or equivalent working experience) is required.
  • Should have proper phone etiquette.
  • Effective listening skills, Clean and concise written and verbal communication skills, Analysis, Evaluation, and Problem Solving Research, reading, and interpreting a wide variety of technical data.
  • Intermediate skills in using Microsoft Outlook, Word, and Excel.
  • Ability to develop and sustain productive customer relationships.
  • Identifies and understands issues, uses information from different sources to draw conclusions; identifies appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences. Practices effective conflict resolution.
  • Effective use of time management and independent motivation Work with non-technical customers in a professional and courteous manner.
  • Ability to apply problem-solving skills and initiate corrective action Work independently and/or collectively and adapt to changing environments and new technologies with colleagues, clients, and team members.
  • Communicate technical information in simple written and oral form to technical and non-technical staff/users.

Experience Required: 2 or more years of IT Call Center Experience.

Experience Preferred: Experience with Genesys Cloud Call Center.

Education Required: Bachelor in a job-related field Degree Equivalency: 4 years job-related work experience or Associate's and 2 years job-related work experience.

Additional Information:

  • Local Phoenix Candidates Only.
  • Candidates should apply with the ability and willingness to work in-office up to five days per week as business needs necessitate.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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