It Call Center Agent

Role: IT Call Center Agent

Estimated Duration: 6+ months

Location: Phoenix, AZ (hybrid)

Position Description    

The Information Technology (IT) Call Center Agent to provide support for internal and external customers. This position will report to a high-volume Call Center environment as the initial point of contact and representative for IT. POSITION SUMMARY: The candidate will be responsible for answering phone calls and emails to support all inquiries regarding Client issues. Issues include connection and access issues to all Client supported application systems and services including, but not limited to the Client. RESPONSIBILITIES: Manage and assess all incoming phone and email inquiries from Client to provide resolution, transfer, or escalation. Service request management including ServiceDesk Support Tickets, Inbound/Outbound Phone Calls, and Inbound/Outbound emails Participate in conversations and document concerns regarding identifying trends and resolutions for Client related matters. Participate in weekly team huddles and online or in person team meetings when required. Other duties as assigned as related to the position

Skills Required 
Knowledge in: Service request management Service request tracking software Thorough understanding of IT Tier I support and escalation procedures Thorough understanding of issue triage and documentation Customer service principles and practices General knowledge of vendor technologies, in-house developed applications An Associate's degree or one year of experience in IT support (or equivalent working experience) is required Skills in: Proper phone etiquette Effective listening skills Clean and concise written and verbal communication skills Analysis, Evaluation, and Problem Solving Researching, reading, and interpreting a wide variety of technical data Intermediate skill in using Microsoft Outlook, Word, and Excel Ability to: Develops and sustains productive customer relationships. Identifies and understands issues, uses information from different sources to draw conclusions; identifies appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences Practices effective conflict resolution Effective use of time-management and independently motivated Work with non-technical customers with a professional and courteous manner Ability to apply problem-solving skills and initiate corrective action Work independently and/or collectively and adapt to changing environments and new technologies with colleagues, clients, and team members Communicate technical information in simple written and oral form to technical and non-technical staff/users

Experience Required
1 or more years of IT Call Center Experience

Experience Preferred
Experience with Genesys Cloud Call Center

Education Required
Bachelors in a job-related field Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience