Call Center Support Specialist - Encore Talent Solutions - Sharonville, OH, US | Dice.com

Encore Talent Solutions

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Call Center Support Specialist

Sharonville, OH, US • Posted 1 day ago • Updated 1 day ago

Full Time

No Travel Required

On-site

$18 - $20/hr

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Job Details

Skills

Service Desk
Point Of Sale
Help Desk

Summary

Summary

Call Center Support Specialist responsibilities include Responding to customer queries in a timely and accurate way via phone, email, or chat, identifying customer needs, and helping customers use specific POS features. The employee will maintain and create tickets for all calls and will be held accountable for maintaining SLAs set by management. This employee is at the front lines of support and will be required to investigate solutions to all issues that come through the support desk.

ESSENTIAL FUNCTIONS:

Monitor and document Service Desk tickets and respond to user requests and incidents as received in Service Desk in a timely, effective manner according to SLAs set by management.
Be well organized and create dialogue with users to ensure users understand the progress of ticket resolution.
Have a courteous, professional approach and attitude to work with all levels of management and personnel.
Educate customers on policies and procedures.
Investigate and coordinate resolution to user concerns. Provided IT relationship management support for all IT & customers.
Identifies trends by tracking events and patterns of recurring problems and escalate to tier 3 or management to assist in identifying root causes and mitigate future issues surrounding the same structural problems.
Serve as a point of contact and assist different groups in hands-on work, including but not limited to Network, various workstation and site-specific projects, telecommunications, server teams, and security teams.
Support includes but is not limited to POS, and basic troubleshooting of IT-related equipment.

Requirements

Flexible in shift assignments and work environment (M-F 7:30 AM – 7: 00 PM, Saturday 7:30 – 5:00 PM)
At least 1 year of experience in a Call Center or Help Desk environment.
At least 1 year of troubleshooting IT-related issues.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90932917
Position Id: 8827747
Posted 1 day ago

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