Help Desk

TRC Staffing

Norcross, GA

JOB DETAILS
HEADQUARTERS
Norcross, GA, US
LOCATION
Norcross, GA
POSTED
30+ days ago

Our client in the Cumberland area is looking for a Level 1 Customer Support Representative. Under the direct supervision of the Supervisor and Manager, the Level 1 Customer Support Representative (CSR) is responsible for receiving, documenting, and resolving software, hardware, and network issues reported by our customers and field management.

This includes championing the approach of “Total Case Ownership” and “First Call Resolution”. In addition to having a high sense of self-motivation, this individual must display superior telephone, root cause analysis, and issue resolution skills.

Candidates for this position should be familiar with problem ticketing software and processes. The ability to listen, isolate the issue, research, resolve (or escalate), and follow-up is essential for this position.

Responsibilities

Operational

  • Ensure prompt and accurate resolution of customer issues with a high degree of ownership.
  • Ensure leadership is aware of network events when they occur.
  • Ensure leadership is promptly aware of customer escalations and dissatisfaction.

Customer Management

  • De-escalate customer issues and concerns.
  • Instruct customers on proper usage of the software and hardware.
  • Act as customer advocate in addressing concerns and resolving issues.
  • Instill confidence in the customers that their concern will be addressed properly and with urgency.
  • Ensure positive customer experience.
  • Processes and Procedures
  • Follow ticket management policy as documented.
  • Follow call management policy as documented.
  • Follow the established attendance and schedule policy.
  • Follow the established Quality Assurance guidelines and expectations.

Requirements

  • Strong written and verbal communication skills.
  • Strong problem solving and analytical skills.
  • Strong customer focus and orientation.
  • Proven soft skills (Strong courtesy and conflict management skills)
  • Must be open to working weekends and after-hour shifts.
  • Minimum 2 years of Hardware and Software troubleshooting experience.
  • 2 year of Unix/Solaris experience.
  • 2 years of Windows Experience.
  • Minimum 2 years of experience supporting Point of Sale software.
  • Minimum 2 years of help desk/call center experience.
  • Minimum 1 year of experience with Incident and Problem tracking Service Management software.

Desired Skills and Experience

  • 2 years networking experience (TCP/IP, DHCP, Ethernet, VPN).
  • Strong knowledge of Excel.
  • Familiarity with Linux Systems a plus.
  • HDI Certified (Customer Service, Support Center Analyst, or Desktop Support Technician).
  • ITIL Foundations Certified.
  • Experience with Automated Call Distributor phone systems and Knowledge Centered Support (KCS) Principles.

About TRC Professional Solutions

For over 10 years, professionals and employers have trusted TRC Professional Solutions with their business and careers. Year after year, Inavero’s Best of Talent and Staffing awards have been presented to TRC Professional Solutions for providing superior service and results to both our clients and job seekers. We create a different experience for our candidates and clients by remaining solely focused on bringing the right talent to the right opportunity, throughout every stage of our unique recruitment process. For more information, visit: https://www.trcprofessionalsolutions.com/

Although the emergence and progression of COVID-19 has changed our personal and professional routines, TRC is actively recruiting, interviewing, and placing candidates for all manner of positions. For information on applying, or your current application status, please contact your branch location via email, phone, or the TRC candidate portal.

TRC Staffing Services, Inc. is an Equal Opportunity Employer and considers all qualified candidates for employment without regard to race, color, religion, gender, gender identification, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

About the Company

TRC Staffing