Call Center Representative (Tier 1)

Call Center Representative

Work duties are performed remotely except on-site presence is requested. The call center is open 24 / 7 / 365, thus weekend and holidays availability are expected. Duties :

• Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem.
• Providing telephone, email and walk-in support to the client end-user community.
• Creating, updating, and resolving Remedy incident tickets; ensuring problem ownership and promote end-user satisfaction.
• Issues will include problems, errors, training, general questions, and general use.
• Able to work independently and with minimum supervision
• Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available
• Contact users via phone and / or email for follow-up to ensure the incident(s) or request(s) are resolved.
• Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
• Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures to provide resolutions for user incidents and requests.
• Answer calls within proposed response and resolve incidents in accordance to all Service Level Agreements as listed in the Service Level Management Plan.

Call Answer Rate (ACR) 91.5% Dropped Call Rate (DCR) 8.5% First Call Resolution (FCR) 70% FCR for O365 70% Password Reset 85%

Required Skills :

Clearance Requirements :

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.