Service Desk Agent/ IT Support in Alpharetta GA, 30005 - Onsite

Title: IT Support / Service Desk Agent

Location: Alpharetta, GA 30005 - Onsite

Duration: 12 Months + Extensions

The Service Desk Agent is the first point of contact for 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, and 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 the agent process.

Executive Summary:
The Service Desk Chat Agent is the first point of contact that supports end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Chat Agent is focused on achieving high levels of first contact resolution and identifying opportunities to streamline/automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service.



Expectation of Role:
Customer Service Skills:
Demonstrate active listening in order to gain an accurate understanding of the situation
Being empathetic to the customer's situation while also showcasing advocacy and ownership of seeking resolution
Acknowledging the sense of urgency for resolving the issue
Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding



Communicate effectively:
Producing accurate detailed documentation consumable by end users, level two support, and problem management
Maintain professionalism and netiquette to ensure messages are received as intended
Respond timely via the chat platform to prevent delay or frustration
Clearly document actions taken in ticketing record for tracking and data analytics



Technical Proficiency:
Leverage the chat tooling and ticketing platform effectively
Provide high quality end-user technical support, related to enterprise software and hardware
Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components



Culture Carrier:
Demonstrate the ability to collaborate with others
Display a safe and positive attitude
Adhere to policies and procedures and act in the best interest of the overall firm



Qualifications:
Excellent customer service skills required
Excellent communication skills required
Problem solving skills
Self-Motivated
Two to five years of proven, qualified related work experience in a comparable complex and fast paced work environment
Preferred work experience in technical support role but not required
Two to five years of chat experience***



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