What are the responsibilities and job description for the Call Center Representative (Tier 1) position at E-talentnetwork?
Position : Call Center Representative
Location : Washington, DC
Duration : Long Term
Work duties are performed remotely except on site presence is requested.
The call center is open 24 / 7 / 365, thus weekend and holidays availability are expected.
Duties :
- Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem.
- Providing telephone, email and walk-in support to the client end-user community.
- Creating, updating, and resolving Remedy incident tickets; ensuring problem ownership and promote end-user satisfaction.
- Issues will include problems, errors, training, general questions, and general use.
- ble to work independently and with minimum supervision
- Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available (continuously).
- Contact users via phone and / or email for follow-up to ensure the incident(s) or request(s) are resolved.
- Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
- Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
- nswer calls within proposed response and resolve incidents in accordance to all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
Call Answer Rate ( CR ) 91.5% Dropped Call Rate ( DCR ) 8.5% First Call Resolution ( FCR ) 70% FCR for O365 70% Password Reset 85%
REQUIRED SKILLS :
CLEARANCE REQUIREMENTS :
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
