FIRST CONTACT SOLUTIONS SPECIALIST (PROJECT-BASED)

Role:
You will be part of a team of remote support desk technicians who will be primarily responsible for answering support calls and taking on initial ticket triage. You will be working a mix of low complexity tickets along with proactive client tasks. This role requires an individual who can switch tasks frequently changing from one task on a ticket to a phone call back to the task again. This role has varying levels of work and will require someone who can self-manage their workload.

Responsibilities:

• Answer the support phone in 2 rings or less.
• Answer at least 30 calls per week.
• Team goal is a 100% answer rate.
• Work simple tickets that have known solutions with the user on the phone.
• Transfer calls for complex tickets that require more than 30 min troubleshooting to resolve.
• Transfer calls for tickets already in progress by other technicians.
• Transfer calls for other departments.
• Resolve Proactive tickets that do not require user interaction.

Qualifications:

• 1 year helpdesk experience
• Professional education in Computer Science, IT Technical
• IT Certifications are preferred
• Strong mastery of English language
• Strong customer service
• IT Related Tools
  • Autotask
  • DattoRMM
  • IT Glue
  • RingCentral
• Technology Stack
  • MS365 Management
  • MS Windows Client/Server OS
  • Mac OS
  • VOIP
  • User onboard/decom
  • Service Requests

Work Conditions:

• Work Schedule: 8AM - 5PM Pacific Standard Time
• Work Arrangement: Remote
• Term: 3 month contract. Coverage for a temporary leave. Potential full time depending on growth.
• Performance Metrics: Call Answer rate is #1 priority, after that is ticket closures, 8 per day is our standard, but we understand this is variable depending on the calls that come in.
• Start Date: Preferably the next 2 weeks