Employment Options

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REMOTE Customer Service Agent – (MEO 727)

Kimberly Bounds

Key Responsibilities 

  • 3rd Level telephone contact support
  • Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
  • Must be logged into the call system so that HHO’s can be received
  • Ability to resolve problems with or without remote tools
  • Consistently achieve First Contact Resolution performance metric
  • Accurately document calls and cases
  • Aware of customer’s time restraints and work within those time limits
  • Keep customer aware of resolution steps – if ticket needs to be dispatched
  • Follow up Service Centre cases and requests to completion
  • Provide clients with problem reference numbers and request numbers
  • Enter all troubleshooting/resolution steps into the ticket – this information will be used for the 321 team to drive tickets to a lower level
  • All tickets are to be touched on a “first in first out basis”, calling the customer on a daily basis
  • Escalate tickets as needed if on-site support is required
  • Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked)
  • Understanding of SLA requirements for the client
  • Assist in cross training and communicate quick fixes
  • Manage time and workload to meet predetermined service levels
  • Maintain data accuracy in Service Centre through contact validation
  • Understand the various media sources that interface with the Service Desk
  • Champion, implement or support change
  • Identify process efficiencies within the Service Centre and to take corrective action to implement change
  • Discover and document process and procedures which need to be published to the team or on the Knowledgebase
  • Provide 1 knowledge script per week on commonly seen tickets
  • Ability to comprehend and uphold the companies Policies and Procedures (including time reporting, attendance, etc)

You will be successful in this role if you have:

  • Key Qualifications
  • Critical thinking
  • Customer Service
  • Detail oriented
  • Multi-tasking
  • Good Communication

 ***MUST BE A US CITIZEN – will be working federal accounts

This role may require access to export-controlled commodities and technology.  Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

*** The above job descriptions and listed requirements can often change based on current Employer needs and new projects.  Your assigned job counselor will provide you with the most up-to-date job information.

To apply for this job please visit myemploymentoptions.com.