What are the responsibilities and job description for the Information Technology Support Specialist position at Russell Tobin?
A large financial services company seeks a candidate with strong IT Service Desk expertise to support their operations.
Rate/Salary: $20/h - $21/h
Location: Columbus, OH
Contract: 6 months (possible perm/extension)
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 24x7x365 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. The Service Desk Chat Agent is focused on achieving high levels of first call resolution and identifying opportunities to streamline/automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service.
Expectation of Role
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 two support, and problem management
- Maintain professionalism and netiquette 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
Qualifications:
- Excellent customer service skills required
- Excellent communication skills required
- Problem solving skills
- Self Motivated
- Two to five years of chat experience
- Two to five 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
Required Education:
- High school diploma or GED with relevant work experience
Salary : $20 - $21
