What are the responsibilities and job description for the Service Desk Chat Agent position at Hired by Matrix?
At-a-Glance :
Are you ready to build your career by joining a global financial institution, If so, our client is hiring a Service Desk Chat Agent!
Position Type :Required :
- High school diploma or GED with relevant work experience is required.
- Excellent customer service skills required.
- Excellent communication skills required.
- Problem solving skills.
- Self Motivated.
- to years of chat experience.
- to years of proven, qualified related work experience in a comparable complex and fast paced work environment.
- Preferred work experience in technical support role but not required.
- The Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced xx environment.
- While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.
- Focused on achieving high levels of first call resolution and identifying opportunities to streamline / automate agent process.
- Will need to effectively run multiple chats concurrently while maintaining best in class service.
- Customer Service Skills : Demonstrate active listening in order to gain an accurate understanding of the situation. Being empathetic to the customer’s situation while also showcasing advocacy and ownership of seeking resolution. Acknowledging the sense of urgency for resolving the issue. Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding.
- Communicate effectively : Producing accurate detailed documentation consumable by end users, level support, and problem management. Maintain professionalism and etiquette to ensure messages are received as intended. Respond timely via the chat platform to prevent delay or frustration Clearly document actions taken in ticketing record for tracking and data analytics.
- Technical Proficiency : Leverage the chat tooling and ticketing platform effectively. Provide high quality end-user technical support, related to enterprise software and hardware. Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and / or infrastructure components.
- Culture Carrier : Demonstrate the ability to collaborate with others. Display a safe and positive attitude. Adhere to policies and procedures and act in the best interest of the overall firm.
Responsibilities :
Get in Touch :
We want to hear from you! If you think you'd be a good match, submit your resume and reach out to Bharat at () - to learn more.
Salary : $20 - $21
