Customer Supp/Account Rep

Job Title: Service Desk Agent

Location: Columbus, OH

Pay: $19.00~$21.00/hour

Contract Duration: 6 months

HYBRID: 3 days Onsite | 2 days Remote

Position Description:

The Service Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.

General Responsibilities

• Listen to the customer to gain an accurate understanding of the situation.
• Be empathetic to the customer’s situation and have a sense of urgency to resolve the issue.
• Produce accurate, detailed documentation at the client, problem, and incident level.
• Resolve conflict effectively.
• Responsible for high-quality end-user technical support related to enterprise software and hardware.
• Assess, triage, research, train/educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
• Provide after-hours and weekend support as needed under general oversight.
• Attention to detail, follow-through, teamwork focus, and a positive attitude.
• An understanding of technology and the ability to apply that knowledge to support all existing systems.
• Support all aspects of client support and immediate computing needs.
• Demonstrate professionalism and composure on the phone, via online chat, and/or in person.
• Create a positive customer support experience by building rapport and trust with end users.
• Ensure timely resolution or escalation by providing urgency, evaluating business impact, and communicating the status to the end user promptly.
• Identify and work with internal end users to provide guidance and support.
• Apply sound communications and customer service principles without becoming unprofessional in difficult situations.
• Provide investigation, diagnosis, resolution, and recovery for hardware/software problems.
• Install, modify, clean up, run diagnostic programs, and repair computer hardware/peripherals and software.

Key Qualifications

• Excellent customer service skills required

• Excellent communication skills required

• Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment

• Preferred work experience in technical support role but not required

• Required Education: High school diploma or GED with relevant work experience

• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly

• Self-motivated and ability to work on own initiative in a high pressure environment

• Willing to work variable shifts including evenings, weekends and public holidays

Preferred Criteria:

• College Degree
• Previous contact center experience

Benefits Info

• Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.