As an iVox Solutions Help Desk Agent (Entry Level) you will be responsible to support local and Work at Home Call Center Agents via in-person, phone, chat, and other methods of communication support. This role requires working on-site in the Port St. Lucie headquarters. In this role, you will interact with employees working from their virtual home environment or on-site, troubleshooting basic technical issues with their company-issued devices and Client provided systems.

PRIMARY RESPONSIBILITIES:

· Support Computer users with a wide array of issues that arise during their daily shifts.

· Primarily supporting work at home employees, but also available for on-site concerns as needed

· Qualifying if the issue is an iVox, Work at Home User Internet, or 3rd party technical issue

· Troubleshoot windows PCs and components

· Troubleshooting company used software

· Troubleshoot remote user connections

· Provide basic assistance with setup of home equipment provided by iVox to virtual agents

· Additional tasks as assigned

KEY COMPETENCIES:

· Punctual, Reliable, Meticulous

· Ability to work effectively with personnel on all levels

· Ability to communicate effectively in both oral and written form

· Ability to explain technical concepts in non-technical terms to staff

· Read, interpret and follow instructions

· Easily adapt to changes in policies and procedures

· Ability to work independently and as a team member

· Ability to establish and maintain cooperative working relationships with all those contacted during the course of work

· Ability to maintain a calm demeanor in stressful situations

Physical Requirements:

· Prolonged periods of sitting, standing, and crawling as needed to troubleshoot equipment

· Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components

· Exposed to a regular flow of people around the office

· The noise level in the work environment is usually moderate

· Frequently assigned to changing priorities

· Strong hand-eye coordination ability as well as the strength and stamina needed for jobs that can include lifting up to 50 lbs

Education Requirements:

· High School Diploma or Equivalent

· Working knowledge of Windows PCs and Software

· A Certification and/or 2 years’ experience preferred

EMPLOYMENT REQUIREMENTS:

· Possession of valid driver’s license

· Background check, including employment verification, criminal history required as well as drug screen

· Punctual, meticulous and reliable

· Schedule Flexibility AM/PM, Weekends and Weekdays where needed.

· No written warnings or higher in the past 3 months if currently employed by iVox