CALL CENTER REP. ADDITIONAL INFORMATION:Description:
Summary:
Provide remote technical support for various hardware and software applications across the enterprise and provide initial customer contact for issues within the organization.
Essential Functions:
. Provide technical support via phones and/or other media, as required.
. Complete and document all calls in the form of service tickets through resolution.
. Escalate and monitor tickets through IS&S support layers to issue resolution.
. Dispatch vendors or division contacts as required for on-site repairs.
. Analyze and determine magnitude of incident, and escalate to management any identified trends affecting customers to reduce overall incidents.
. Communicate technical analysis and resolution through written documentation within knowledge base.
Education/Skillset Requirements:
. High School diploma or GED.
. Strong customer service skills.
. Strong written and oral communication skills.
. Passing score on a selected entry test.
Other Qualifications:
. N/A.
Desired Education/Experience:
. Call Center experience.
. Retail experience.