Please note that the position can be remote but but candidates MUST be local to Oklahoma City, OK as the candidate might need to be on-site occasionally.
This is an entry level position. Need to have 2-3 years of experience. Please DO NOT submit resumes if you have more than 3 years of experience.
Please note that this is a 6 month contract position.
JOB SUMMARY:
Provides phone and chat support for business and IT customers technical problems and service requests; records problem symptoms and information for escalation of the more complex problems to higher level support; maintains knowledge of relevant products and service offerings to provide accurate solutions; acts as representative of technical services to its customers.
ESSENTIAL JOB FUNCTIONS:
Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team.
Acts as representative of technical services to its customers.
Initiates, escalates, or resolves problem tickets and/ or service requests.
Troubleshoots and resolves technical problems, escalates to support resources.
Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.
Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).
Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.
Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.
Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.
Must be able to provide clear, concise, information through written and verbal communications.
EXPERIENCE REQUIREMENTS:
One to Three year of technical help desk call center experience in an enterprise environment
Recent college grads (Bachelor''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''''s degree in Business or Computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experience
SPECIAL SKILLS REQUIREMENTS:
Flexibility to work within 24x7x365 support team
40 WPM Typing
Remote support experience preferred
EDUCATION REQUIREMENTS:
High school diploma or equivalent required
Bachelor s degree preferred (Business or Computer Sciences)
Applicants must provide their phone number. Reference job number A5359.
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