Role: Help Line Agent II / Technical Support Location: Richmond, VA and Cayce, SC (Hybrid - 50% remote –alternating one week in the office, one week at home) Duration: 12 months (possibility of extension)
Top Skills
Recent and Relevant Help Desk Experience
Great Customer Service Skills, Strong analytical, troubleshooting and typing skills
At least 1 yr of IT Phone Support experience.
Description:
This level is staffed by individuals who have help desk & call center experience delivering excellent customer service.
This position is 100% phone support.
Working knowledge, or experience in the following areas is required: Computer hardware/software, iDevices, Tough Books, Windows 7 & 10 OS, MS Office suite, Share Point, Active Directory, Skype, Mainframe, Print management tools, and Experience working with ticketing systems.
ServiceNow ticketing system experience is preferred.
Strong analytical/troubleshooting skills with experience identifying issues quickly to determine if the solution can be applied during the call or if the issue requires escalation is also required.
Additional experience and qualities desired include:
Personable and approachable, Excellent communication skills, strong typing, writing and reading skills, active listening skills, experience working and contributing to a team environment supporting contacts via phone, email, and self-service portal.
Ability to identify and solve problems quickly/escalate issues efficiently.
Familiarity with knowledge process for creating procedural articles is desirable.
Ability to multitask while client is on the phone by researching knowledge and documenting tickets, Demonstrated competency in logical and analytical thinking.
Experience in the adaptation and application of rapidly changing technology to business needs, Proficient at exercising self-discipline and mindfulness in open call center environment.
Experience working in contact center environment where the importance of adhering to scheduled breaks is measured.
Experience working and performing well in environment where individual performance metrics and scores are measured monthly.
Ability to work any 8 hour shift within 6AM-6PM EST time span as needed.
Flexibility to support 24x7 shifts during inclement weather events including Holiday and weekend as needed. There is an after-hours on-call rotation.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $25.00/weekly.
