What are the responsibilities and job description for the IT Service Desk Specialist position at Veterans Sourcing Group?
IT Service Desk Chat Agent
South Jordan, UT
6 month minimum contract
$21/hr. W2
Executive Summary:
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:
o Demonstrate active listening in order to gain an accurate understanding of the situation
o Being empathetic to the customer’s situation while also showcasing advocacy and ownership of seeking resolution
o Acknowledging the sense of urgency for resolving the issue
o Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding
• Communicate effectively:
o Producing accurate detailed documentation consumable by end users, level two support, and problem management
o Maintain professionalism and netiquette to ensure messages are received as intended
o Respond timely via the chat platform to prevent delay or frustration
o Clearly document actions taken in ticketing record for tracking and data analytics
• Technical Proficiency:
o Leverage the chat tooling and ticketing platform effectively
o Provide high quality end-user technical support, related to enterprise software and hardware
o Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components
• Culture Carrier:
o Demonstrate the ability to collaborate with others
o Display a safe and positive attitude
o 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
