REMOTE Customer Service Agent – (MEO 727)

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.