- 100% phone support (inbound and outbound)
- Provide first level support (phone and email) assisting users by providing superior quality support and service information to users.
- Actively resolve and/or escalate incidents and service requests by ensuring they are handled within an agreed time limit, within agreed processes, and in a professional and customer sensitive manner.
- Document and update tickets based on interactions with users by asking leading questions.Communicate non-technical language and communicate that information for technical staff
- Other duties as assigned
Qualifications:
- High School/GED required (Associate degree preferred).
- Minimum 1-year customer service experience.
- Excellent written and verbal communication with customer and team members.
- Experience using Service Desk ticketing software.
- Excellent interpersonal skills/telephone manner including active listening and understanding, empathy and patience with difficult callers and presentation of technical functionality to a non-technical audience.
- Proficiency in mobile devices and operating systems (iPhone and Android).
- Proficiency in Smart TV’s and streaming devices.
- Working knowledge of MS Office products.
- Broad knowledge of IT products, services, and terminology.
- Required to stay updated on various organizational procedures and processes including dealing with sensitive data and must follow strict security protocol.
- Basic understanding of networking.
We are committed to an inclusive and diverse workplace that values and supports the contributions of each individual. This commitment along with our common Vision and Values of Integrity, Respect, and Responsibility, allows us to leverage differences, encourage innovation and expand our success in the global marketplace. Vectrus is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran.