Required complete and thorough documentation of all exchanges between the caller
and the Call Center
Follow-up and follow-through on open tickets, requests, promises, and questions that
have not been answered to provide callers with a resolution.
Required to Dispatch vendors based on the issue.
Required to be aware of and manage the inbound technical queue to ensure that the
Call Center is meeting its Service Level Goals.
Research and bring to the attention of the Analyst and leadership teams problems
and/or concerns.
Required to maintain acceptable workloads in all queues of ServiceNow to ensure that issues are being resolved as quickly as possible.
Aid in other areas of the Call Center as required or necessary.
Education & Experience Requirements
1-2 years of recent experience in a technical support position (Call Center experience preferred)
Required Knowledge and Skills
- Excellent written and verbal communications skills
- Sharp troubleshooting and problem-solving abilities: quick, calm, logical and analytical.
- Must adhere to a flexible work schedule to include evenings, weekends and holidays.
- Must be able to listen to internal and external customers and communicate extremely complex and technical information in a clear and concise manner, sometimes to a non-technical audience.
- The ability to successfully communicate ideas and recommendations to all levels within the department, using tact and common courtesy,
- Ability to work well under pressure, stressful situations, daily deadlines, and Call Center goals.
- Able to manage multiple tasks, while holding the quality of service in a high regard.
- Demonstrate positive interpersonal skills.
- Must be self-motivated and demonstrate a willingness to learn new information.
- Ability to adapt to frequent changes and work in a fast-paced, fluid environment.
