Technical Support Agent 1

JOB TITLE: Technical Support I

DEPARTMENT: Operations

REPORTS TO: Supervisor

FLSA STATUS: Non-Exempt

OUR GUIDING PRINCIPLES:

Make every interaction Count

Act with Respect and Integrity

Demonstrate Passion for Continuous Improvement

Be Worthy of Trust from all Stakeholders
OVERVIEW:

The Technical Support Agent provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills.
ESSENTIAL FUNCTIONS:

• Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.

• Exemplifies the SaviLinx Guiding Principles in all aspects of work.
• Resolves customer inquiries and concerns in accordance with the client and company policies and with the highest degree of courtesy and professionalism.
• Communicates with end-users using web-based tools regarding navigation of applications in a leveraged environment supporting one or more queues/skill sets over various accounts.
• Provides customer support through telephone calls, email, text, and chat technologies. Accurately documents all correspondence with end-users.
• Follows strict work instructions and procedures that may vary by account. Ability to adapt to continual changes to work instructions and procedures is necessary.
• Meets expectations for all balance scorecard metrics with demonstrated improvement over time. Follows proper escalation procedures for unsolved customer requests.
• Maintains productivity in accordance with support program and company standards.
• Participates in quality assurance monitoring and evaluation as it pertains to their role and will receive feedback on a regular basis.
• Attends and participates in team meetings and required training sessions.
• Provides mentoring, training, and development to other Customer Service Representatives as needed.
• Follows all safety, ethics, human resources and security policies and procedures.

SUPERVISORY RESPONSIBILITIY:

This position has no supervisor responsibility.

EXPECTED WORKDAY/HOURS:

This position requires full, flexible availability including evenings and weekends.

QUALIFICATIONS:

High school diploma or equivalent required.

College degree preferred.

1-3 years of customer service experience required.

Must be 18 years of age or older.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY:

SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER