Call Center Agent

 

The Customer Support Center (CSC) is responsible for answering Tier 1 and some Tier 2 IT related support calls from Client Sites. This position will be responsible for facilitating the work flow of the Support Center. The CSC position requires significant knowledge in Customer processes, standards, trouble shooting techniques, event management, plus a high level of general IT Knowledge. The position will use CSC tools such as Remedy, CIC by I3, Primus Knowledgebase, VM-Ware and various remote support tools. In addition, the individual in this position must be able to facilitate the problem escalation process by bringing together the appropriate fix agents including both internal and external subject matter experts. They will facilitate the communication to all interested parties from start of the event to closure. They must be able to establish priorities and effectively manage time to complete their duties within specified timeframes. They must Provide Level 1 support and work with senior engineers in problem resolution.

 

Education and/or Experience: A minimum of 6 months experience in an Information Technology Support Center Environment is required. Advanced knowledge and experience in Microsoft OS and software, skill in providing problem resolution is required. Candidates for this position should have a strong dedication to quality customer support, accompanied by very good verbal, written, interpersonal and communication skills. They should possess professional and courteous telephone etiquette, while having the ability to work in a team oriented environment, dealing effectively with customers, peers and management. Candidates will have a high level of problem solving skills and inherent decision making ability, good initiative and assertiveness. The candidate will need to be able to work under stress in a fast paced environment. Good Candidates will have the ability to identify and or correct problems occurring in a complex computing environment. A basic understanding of the use of microcomputer systems is required to effectively provide initial system telephone support services. Experience in the Health Care Field would also be very desirable.

 

Other Desirable Technology skills/experience: Research, resolve, and respond to questions received via telephone calls, emails, voice mails and callbacks in accordance with company standards. Escalate problems to appropriate individual based on established guidelines and procedures. Maintain current knowledge of relevant network systems to provide technically sound troubleshooting solutions. Perform diagnosis on both hardware and software issues to implement and resolve issues. Effectively diagnose defective/damaged equipment (laptops & desktops).

Experience in one or more of the following platforms: Windows (Server & Desktop Operating Systems), Novell, Microsoft Applications, GroupWise, and Remedy; Remote Desktop access: Citrix, Altiris, LANDesk; Strong computer skills in Microsoft Office applications (i.e., Word, Excel, PowerPoint, etc.); Experience providing support in a help desk environment preferred; Must be flexible with a “can do” attitude and have the ability to remain professional under high pressure situations; Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives; Must be self-motivated and have the independence, initiative and desire to achieve; Outstanding time management skills; Must possess strong problem resolution skills; Must have the ability to manage various projects at a time and have the flexibility to change directions immediately; Must be willing to cross-train into other areas; Must be able to work nights and weekends as needed; Good interpersonal skills that include the ability to effectively communicate in both writing and verbally; Excellent written, proofreading, and verbal communication skills; Must be detail oriented, organized, and have the ability to multi-task; Ability to retain and protect confidential material; Criminal and MVR backgrounds meet our company hiring criteria.

 

Candidates must meet the basic requirements of this position in order to be considered an applicant.

 

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

 

If interested, please forward resume to recruitms@fcg.com and reference job order #10970-Mon.