IT Support - $21/hr

Summary

:
The Service Desk Chat Agent is the first point of contact that support 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 call 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:

o Demonstrate active listening in order to gain an accurate understanding of the situation

o Being empathetic to the customer's situation while also showcasing advocacy and ownership of seeking resolu...