What are the responsibilities and job description for the 1Above Technology LLC | Call Center Specialist position at 1Above Technology LLC?
Job Title : Call Center Triage Specialist
Job Type : Full-Time
Pay Rate : $18 / hour
Company Overview : At 1Above Tech, we are a leader in providing IT solutions to a wide range of clients, offering reliable and responsive support services tailored to meet our customers' needs. Our team is committed to service excellence, ensuring seamless technology solutions that empower businesses to thrive.
Job Description : Call Center Triage Specialists serve as the first point of contact for clients, ensuring that all reported technical issues are documented, triaged, and addressed efficiently. This position is ideal for individuals with strong organizational and multitasking skills who excel in fast-paced environments.
Key Responsibilities :
- Customer Support :
- Answer incoming calls and respond to emails, creating detailed tickets that capture the end user’s issue and urgency.
- Provide clear and professional communication via phone, email, and other platforms.
- Ticket Management :
- Assign tickets to appropriate technicians based on workload and availability, staying updated on team statuses (in-office, out-of-office, or in the field).
- Handle tickets requiring less than 5 minutes to resolve, such as account creations, password resets, and similar quick fixes.
- Monitor open and on-hold tickets to ensure timely updates for end users and progress toward resolution.
- Quality Assurance :
- Perform quality assurance checks on technicians’ tickets to ensure accurate and thorough documentation.
- Documentation :
- Update client documentation and internal knowledge bases during slower periods.
- Operational Support :
- Prepare materials and gather information for upcoming on-site visits.
- Pick up and resolve tickets that can be completed in the background between calls.
Essential Skills and Qualifications :
Key Performance Indicators (KPIs) :
Education and Experience :
Benefits :
Why Join Us? At 1Above Tech, we pride ourselves on fostering a supportive and growth-oriented workplace. We’re looking for individuals who are passionate about delivering top-notch service and building a career in IT support. If you’re a strong communicator with a proactive mindset, we encourage you to apply today!
Salary : $18
