IT Support / Help Desk
Fully Remote
Pay: $19/hr.
Shifts and training:
Shift: 9am-6pm CST Monday-Friday
Training is 2-4 weeks and its M-F 8am-5pm CST
Ideal start date is Dec 8th
REQUIRED SKILLS AND EXPERIENCE
JOB DESCRIPTION
Validate the employee asking for a password reset is an employee and provide password reset support via phone or chat and meet or exceed service level agreements for password resets Record requests, incidents and status information through the use of firm's ticket handling system Once password resets are mastered, move into traditional help desk support, high call volume ticket resolution issues as a level one analyst Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service Meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets). Maintain communications with callers through resolution processes, particularly in difficult customer situations by keeping them informed of the status Ability to work a flexible schedule, including weekend days, to support 24x7 environment Utilize and contribute knowledge articles to the knowledge base
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