Customer Support Representative I – Part time

U.S.

Citizenship Required Location: Clinton, MS (Work will be done REMOTELY) Title: Service Desk PART TIME ROLE 20/hrs.

PER WEEK Monday: 8/hrs (7:00am-4:00pm) Tuesday: 8/hrs.

(7:00am-4:00pm) Wednesday: (7:00am-11:00am) Thursday: OFF Friday: OFF NOTE: While the work is REMOTE there is a 3 WEEK ONSITE training.

Job Description: A Service Desk Agent acts as the first point of contact between customers who need technical support and the IT department.

Agents resolve simple problems and escalate unresolved problems to the specialized support individual/teams.

The chain of command for Service Desk Agents follows a traditional leadership ladder, and they report directly to their Team Leads.

A Service Desk Agent is an individual whom primarily answers inbound phone calls, emails, chats and other forms of communication offered to the customer that is being supported.

Service Desk Agents assist users with Tier 1 issues to the best of their ability, relying on their training, knowledge, and documentation.

Agents are expected to be courteous and polite, have strong customer service skills, and a familiarity with technology.

Job Requirements: Agent Responsibilities:
• Adhere to approved Standard Operating Procedures (SOP), written or otherwise
• Always remain professional and courteous when engaging end users.

• Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead.

• Utilize instant messaging for communication between peers and leads for assistance with call resolution, PC issues, etc.

(refrain from leaving assigned desk for communication as much as possible)
• Utilize available documentation and resources for internal escalation processes.

• Utilized dual monitors to perform all required duties.

• Refrain from the use of personal devices (mobile phones, tablets, etc.) prior to, or during user engagement.

• Comply with pre-determined and provided times allotted for work schedule, breaks and lunch.

Breaks: § 2 breaks are allotted (15-minute duration) § Breaks are non-mandatory and can be revoked.

§ All breaks are pre-determined and scheduled.

o Lunches § 1 lunch is allotted (30-minute duration) § Lunch break is mandatory and must be taken on any shift 6 hours or more in duration.

§ Lunch break is pre-determined and scheduled Required Experience and Education:
• High school diploma
• At least two years’ experience working in and IT contact center or help desk
• Strong written and oral communication skills
• Strong computer hardware and software skills
• Experience with Windows 10 and Microsoft Office 2016 or later
• Experience with Microsoft Active Directory password resets, account unlocks, account creations, and troubleshooting Preferred Experience:
• Experience troubleshooting Apple macOS (OSX) and iOS hardware and software
• Experience working for home in an IT support role This position is in support of the internal corporate help desk.

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans