Job Description

Practice: Managed Services

Position Title: Service Desk Agent

Position Location: Remote - Tuesday to Saturday 11:00 PM CST to 7:00 AM CST

Reports to: Team Lead, Service Desk Agent

Job Summary:

The Customer Service Desk Agent is responsible for providing quality and efficient customer service to customers through technical and quality sound phone calls and tickets daily, as well as various tasks assigned to the agent.  

FLSA Status:

Non-Exempt

SOC Occupational Code:

43-4051

EEO-1 Job Category:

3

Essential Functions:

• Maintains daily communication with the team and hits productivity standards.
• Receive incoming customer calls, emails, and trouble tickets for both Incidents and Service Requests.
• Responds to High and Critical priority tickets/projects according to standard operating procedures.
• Serve as initial responder within the hosted environment in the notification, identifying, troubleshooting, and resolving issues.
• Monitor and troubleshoot all production networks, servers, applications and services. Evaluate and escalate issues as needed.
• Provide remote technical support via a combination of telephone and remote support tools. 
• Take deliveries from vendors, process and scan packing slips.
• Communicate (both verbally and in writing) with customers in a formal and professional manner. 
• Create and manage the lifecycle of Incidents and Service requests in the company’s trouble ticketing system. 
• Create and Utilize formal Work Instruction (WI) documents and other documented knowledge to resolve customer issues. 
• Adhere to the CSC Ops Manual. 
• Log incidents and service requests and maintainsrelevant records: 
• Identifyand classify incident types and service interruptions. 
• Record incidents and catalog them by symptom and resolution.
• Provideessential online security advice and support. 
• Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. 
• Systematically interprets user problems and identifiessolutions and possible sideeffects.
• During change, actingsystematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintainingcoherence to (SLA) and information security requirements. 
• Responds to common requests for service by providinginformation to enable fulfilment.
• Other duties as assigned.

Required Skills/Abilities/Competencies

• Excellent interpersonal and customer service skills. 
• Ability to manage one or more customer service or service desk function at a time. 
• Advanced technical troubleshooting skills.
• Ability to work within service delivery and target driven environment. 
• Ethical and critical thinking.
• Ability to function well in a high-paced and at times stressful environment. 
• Proficient with Microsoft Office Suite or related software. 
• Self-motivated and disciplined.  
• Fluent English language skills required: verbal and written communication.
• Self-motivated and disciplined.
• Strong investigative and analysis skills.
• Strong communication and presentation skills along with the ability to work in a highly collaborative environment.
• Ability to work creatively and analytically in a problem-solving environment.
• Manages multiple priorities in a high-pressure environment.

Education and Experience:

• High School Diploma or equivalent; Bachelor's degree preferred.
• 1-2 years of customer service.
• 1+ year(s) experience in computer operations is desirable. 
• Experience using ITSM Ticketing tools (e.g.,Service Now, Remedy) or similar ticketing systems to manage and track incidents. 
• Experience using ACD systems.
• ITSM foundation training required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Employees hired under this position must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. The Employer retains the right to change or assign other duties to this position at any time with or without notice.

Converge Technology Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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