Location: Charlotte, NC (HYBRID: 3 days onsite/2 days remote)

Shift: Thursday-Monday from 7A-4P

Duration: 6 Month Contract with Extension

Responsibilities:

• Receive customer support requests via phone and email from employees and contractors worldwide in a fast paced environment.
• Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for our employee and contractor customer base.
• Use multiple ticketing systems to document and route support case to the appropriate group(s) who can assist in resolving the issue.
• Expect a case load of approximately 40-50 cases per day.
• Regular interaction with various support groups and end-users at all levels.
• Analyze problems and solve them creatively.
• The ability to develop a strong knowledge of products, features and services and how our customers use them.
• Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time.
• Ability to effectively communicate orally and in written form.
• Assist on special projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates or any personal goals.
• Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.