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Part-Time Level 1 Service Desk Support Specialist

Part-Time Level 1 Service Desk Support Specialist

ID 
2017-1695
# of Openings 
2
Job Location 
US-FL-Tampa
Posted Date 
9/15/2017

More information about this job

Overview

THE REASON YOU WAKE UP

The Level 1 Service Desk Support Specialist will provide outstanding end user support and service for internal, external, and on-site customers.  Work directly with customers to understand their issues via phone, remote sessions, email, and in person.  Resolve customer problems in a timely manner using technical accuracy and customer service skills.

 

DEFINING SUCCESS

  • Maintain Customer Satisfaction rating above 95%.
  • Resolve tickets per Service Level Agreements.
  • Exceed Live Answer Rate of 90%.
  • Ensure 98% of ticket are resolved within the NOC.
  • Preserve customer loyalty and maintain customer churn rate of less than 3%.
  • Provide support to customers via the Service Desk and on-site locations.

 

GETTING THROUGH THE DOOR

  • Have the technical skills to understand customers’ issues.
  • Be willing to dive right in to research problems using available resources.
  • Be able to take ownership of an issue and resolve customers technical and hardware problems.
  • Be willing to follow standard helpdesk procedures.
  • Know how to communicate technical issues into language the customer can easily understand.
  • Have a there’s no “I” in “TEAM” mentality.
  • Know how to talk to people, in person and remotely.
  • Be detailed, organized, and able to juggle multiple tasks, including tickets, tasks, and calls.
  • Know how to stay calm under pressure.
  • Be courteous. Be professional.
  • Non Smoker

Qualifications

 

 

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