Job description

SUMMARY

The primary objective of the role is to provide first call resolution. This will be achieved by troubleshooting, diagnosing, and resolving problems at the first point of contact and/or escalating the ticket to one of our 2nd level support teams to investigate and resolve. Throughout this process you will remain the single point of contact with the customer, maintaining the ownership of the original fault and acting as the main point of contact between the customer and providing timely updates and ensuring the issue is given to the correct level of priority and attention. This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to the end user and a high degree of technical knowledge across a broad range of technologies and products used throughout the organization.

PRIMARY RESPONSIBILITIES

• Operating in a 24/7 call center handling incoming customer calls, monitoring, and repairing systems operations and troubleshooting systems problems.
• Conducts specific procedures to proactively check the status of applications
• Document and create knowledge base articles for ticket resolutions and how to questions.
• Document and add content to the Help Desk SharePoint home page
• Require high expectations to attention of ticketing processes, documentation, and SLA's.
• Ability to accept additional challenges and changes in an ever-growing help desk environment.
• Ability to be a self-starter and complete industry standard certifications.

KNOWLEDGE AND SKILL REQUIREMENTS

• Heavy experience in Customer Service Call Center experience, ticketing agents, and follow though and follow up (required).
• Experience with MS Office Suite (required).
• Excellent persona and phone etiquette (required).
• Multi-Tasker with sense of urgency (required).
• Ability to accept additional challenges and change in an ever-growing help desk environment (required).
• High attention to ticketing processes, documentation, and SLA (required).
• Desire to learn, work and contribute to self-development (required).
• Experienced in PC and Network setup and repair. CompTIA A+ Net+ certifications or similar/relevant experience (preferred).
• Remote desktop support and repair (preferred).
• Familiar with all aspects of the Banyan AURA and Corridor installation, operation and troubleshooting processes (internal required).

• Participation in an on-call/afterhours rotation as well as staffing assignments in a 24/7 call center

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Omaha, NE 68127: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your shift availability?
• Are you willing to complete a background check and drug screen?

Experience:

• Help desk: 1 year (Preferred)

Work Location: One location

jackharris.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jackharris.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jackharris.com is the ideal place to find your next job.