TSC Representative

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Kforce Technology Staffing
Contract W2, Temp
Competitive
Work from home not available Travel not required

Job Description

RESPONSIBILITIES:
Kforce has a client in search of a TSC Representative in Memphis, Tennessee (TN).

Summary:
With the goal of providing superior service and first contact resolution, the TSC Representative delivers front line technical support to customers via multiple communication channels in a customer contact center environment. The candidate uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.

Duties Include:
* Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area
* Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership
* Utilizes knowledge management tools to help resolve client issues
* Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements
* Assists customers in performing basic software installations
* Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems
* Escalates trends and outages as needed to leadership and for Service News postings
* Manages time in customer contact center setting and documents time via activity codes
* Utilizes required activity codes to provide awareness of non-phone related activities

REQUIREMENTS:
* Minimum of a High School diploma or equivalent, Associates/Bachelor's degree is preferred
* At least 3 years (ideally 5) of recent, call center experience
* Must have recent service desk/helpdesk experience
* Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software
* Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products
* Exceptional customer service skills; ability to strive for first call resolution
* Clear and professional written and oral communication skills; Ability to take a call, troubleshoot, and create a helpdesk ticket; Must provide clear and detailed notes on each ticket
* Ability to communicate and adapt to various personality types; Ability to not take a customer's frustration personally
* Team player; Ability to collaborate with others; not afraid to ask questions, communicate any issues, or contribute ideas/strategize with team members and TSC management
* Willingness to learn
* Ability to exude professionalism at all times (on the phone and in-person); They may speak with anyone from a Branch associate to a C-level executive
* Exceptional attendance and reliability; The attendance policy of the TSC (for both contractors at full-time associates) is they cannot exceed more than 3 unexcused absences and/or tardies within a 30-day period
* Available to work non-standard shifts including nights, weekends and some holidays

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Posted By

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Company Information

Kforce is a professional staffing and solutions firm specializing in the technology areas of application development, project management, business analysis, enterprise data management and infrastructure for commercial and government organizations. Kforce has been matching job seekers and employers since 1962. We are committed to having a meaningful impact on all the lives we serve and offer exciting job opportunities across the United States. Kforce specializes in providing strategic partnership in the areas of Technology and Finance & Accounting. Our staffing specialists work to understand your career goals and offer career advice in order to help you become a more marketable technology professional. Your success is our mission. Gain meaningful connections with your skills and our network.
Dice Id : kforcecx
Position Id : ITNRC1844207
Originally Posted : 3 months ago

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