What are the responsibilities and job description for the Client Response Services Agent position at Software Guidance & Assistance, Inc. (SGA, Inc.)?
Software Guidance & Assistance, Inc., (SGA), is searching for an Client Response Services Agent for a Contract assignment with one of our premier Financial Services clients in Draper, UT .
Responsibilities :
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.
Responsibilities :
- Address end user queries and issues via phone, e-mail and chat support.
- Provide world class quality of service to end users throughout the resolution process.
- Engage engineering teams and product owners to assist with troubleshooting as needed.
- Perform 'cradle to grave' ownership of all issues reported to the helpdesk by providing timely updates to end users and by constantly following up with escalation teams until the issue is resolved.
- Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
- Maintain effective documentation by regularly reviewing and updating knowledgebase content.
- Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
- Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac, Unix, Voice, Mobile and others.
- Minimum two years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
- Sound technical knowledge, troubleshooting skills and support experience with the following:
- Microsoft Windows platform (Windows 7, 10)
- Networking, LAN , WAN, corporate enterprise domain infrastructure environment
- Windows desktop and server operating system
- Microsoft Active Directory
- Microsoft Outlook
- Good understanding of the Microsoft Office products such as Word, Excel and Power Point.
- Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
- Ability to perform Mobile OS (iOS/Android) application troubleshooting.
- Team player mentality, collaborative, self-learner and self-motivated.
- Good understanding of English and good communication skills are a must.
- Strong customer service skills and focus on ownership throughout the resolution process.
- Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
- High school diploma required
- College degree preferred
- Three to five years of experience working in the technical support field in an enterprise environment.
- Exposure to a global multi-cultural environment.
- For our Asia language support, strong verbal and email/chat proficiency in Japanese, Mandarin or Korean.
- Experience using and supporting Microsoft Exchange in an enterprise environment.
- Advanced proficiency supporting Microsoft Outlook and other Microsoft Office products.
- Experience supporting Microsoft SharePoint.
- Experience supporting Macs and OSX.
- Proficiency in Unix command line.
- Experience supporting voice infrastructure such as Cisco Call Manager, Avaya PBX, Avaya Meeting Exchange, or other enterprise voice systems (less common: BT or IPC turret phone systems).
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company EEO page to request an accommodation or assistance regarding our policy.
