Job Description

Temp

Bilingual (Spanish) IT Support Center Agent for a company in Buckhead. The position will be from now until mid-November (or longer), Monday-Friday, and normal business hours. Below are the requirements.

 

 

  • Maintain working knowledge of IT project initiatives to ensure IT Support Center readiness for supporting project rollout timeliness

  • Addresses any and all customer service issues promptly

  • Adhere to all productivity standards as communicated each week

  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk

  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude

  • Perform root cause analysis on tickets and obtain advanced troubleshooting skills

  • Communicate accurate and timely information through Service Interruption Notification process and other notification processes as required

  • Ensures end-to-end user experience and provides a single point-of-contact for the customer

  • Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with required support staff involved in resolution to ensure incidents are resolved, requests are filled, and the end user communication is complete. Documents resolutions and updates self-help and staff knowledge bases

  • Constantly increases internal knowledge of current applications and systems which will increase FCR(First Call Resolution) rate for the IT Support Center by leveraging through knowledge base

  • Contacts after hours and on-call support as prescribed by policy and procedure

  • Monitors and takes appropriate action on operational alerts/tasks that are received via email or visual media and are addressed in a timely and thorough manner in accordance with established processes that are documented in standard operating procedures

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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