Job Title: Contact Center Tech Rep I

Location: Remote (100%)

Pay Rate: $15/hr on w2

Positions: 30

Start Date: 6/26/2024 (Tentative)

End Date : 11/29/2024

Job Description

Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments...)

Position Duties Include:

• Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).
• Relying on resources as trained (knowledge base, websites, support channels).
• Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
• Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.
• Admissions: Support includes application, placement test, withdrawal inquiries.
• Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.
• Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquired.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Following call flow as trained (designed to assist in asking all required and basic probing questions).
• Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.
• Prepares standard statistical reports, such as help desk incident reports.
• Adherence to schedules (published in the Workforce Management application).
• Reviewing often as trained as schedules change with business needs.

Look for:

• Excellent Customer Service Focus.
• Excellent Communication Skills.
• Strong Active Listening Skills.
• Ability to Build and Foster Customer Rapport.
• Astute Learner.
• Competent Trouble-shooting Skills.
• Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures.
• Understands Quality and Performance Metrics and Resulting Impact to the Customer.
• Proficient in Microsoft Operating Systems and Applications, Hardware/Software Support.
• Previous Help Desk/Contact Center Experience Beneficial.
• Experience at Institutions of Higher Education Beneficial.
• Learning Management System Experience Beneficial.
• CompTIA Certification or other similar IT Certifications is a plus

Screening Criteria:

• Submit only qualified candidates (includes tech quiz score and other qualifying criteria in table attached)
• High School Diploma
• Experience in Contact Center – (Product based, IT Help desk exp, internship in IT)
• Skills: Outlook, Word, Excel, taught how to verify callers via AD (ERP). (provides knowledge base to workers) Cable.
• Candidates must meet all requirements and expectations defined in the job description.
• Include proof of passing score, minimum 17 out of 20 correct.
• Do mention the Tech Quiz and Typing Speed scores in Supplier Notes field when submitting the resume, without a miss please.

Training Schedules:

Monday – Friday.

9am Eastern Time – 5:30pm Eastern Time.

1-hour lunch break.

Two 15-minute breaks.

~34-36 hours per week during training expected.

Work environment and Equipment expectations:

• Access to a consistent high-speed internet connection (25 Mbps or higher) without data caps that will impede training or adhering to schedules.
• Have a quiet place to take phone calls without interruptions from children, family members, barking dogs etc. (Should be on Camera during training, coaching meetings, internal calls)
• First two days in the training will gauge who is interested in moving forward.
• Own a desktop or laptop device with operating system Windows 10 or higher. No Chromebooks or Macs allowed. During training week 1, all candidates will be required to use their own equipment including webcam. Following provided directions, candidates are required to download and install a file, on their personal desktop/laptop, allowing access to the Contact Center's cloud solution platform.
• Client equipment will be shipped to candidates successfully completing week 1 training.
• Candidates may use their own external monitor with the Client issued equipment.
• Provide mailing address and best contact phone number to trainer. (Necessary to ship equipment.)
• If candidate drops prior to receipt of Client equipment, they are expected to reject the FedEx shipment when it arrives.
• Candidates are required to download and install MFA software, on their personal mobile device, to provide secondary authentication to Client VPN.
• Please check the candidate has proper WiFi/ Internet connectivity
• Required to always be on camera during interview, training, and internal meetings.
• Full-mandatory training class attendance.
• Confirmed availability for post-training schedules.
• Adherence to schedules.

Production Schedules:

• 8-hour shifts (not including lunch break).
• Start times will be between 8:00 AM – 2:00 PM Eastern time.
• Working weekends required as per provided schedule.
• 2 weekdays off per week.
• 40-hour work week. Training needs full 8 hour attendance.
• Some overtime will be scheduled during our Peak Periods.
• 30-minute lunch break (Client follows all state regulations regarding length of lunch periods, adjusting schedules accordingly).
• Upskilling to support additional customers will continue directly following training graduation.

• If you are interested, please forward your resume to Singh.Manish@net2source.comand call me at (469) 420-5939 Ext.138or please refer any suitable candidates for this role.