Job Description

The Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Chat Agent is focused on achieving high levels of first contact resolution and identifying opportunities to streamline/automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service.

Expectation of Role:

Customer Service Skills:

• Demonstrate active listening in order to gain an accurate understanding of the situation

• Being empathetic to the customer’s situation while also showcasing advocacy and ownership of seeking resolution

• Acknowledging the sense of urgency for resolving the issue

• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding

Communicate effectively:

• Producing accurate detailed documentation consumable by end users, level two support, and problem management

• Maintain professionalism and netiquette to ensure messages are received as intended

• Respond timely via the chat platform to prevent delay or frustration

• Clearly document actions taken in ticketing record for tracking and data analytics

Technical Proficiency:

• Leverage the chat tooling and ticketing platform effectively

• Provide high quality end-user technical support, related to enterprise software and hardware

• Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components

Culture Carrier:

• Demonstrate the ability to collaborate with others

• Display a safe and positive attitude

• Adhere to policies and procedures and act in the best interest of the overall firm

Qualifications:

• Excellent customer service skills required

• Excellent communication skills required

• Problem solving skills

• Self-Motivated

• Two to five years of proven, qualified related work experience in a comparable complex and fast paced work environment

• Preferred work experience in technical support role but not required

• Two to five years of chat experience***

Required Education:

• High school diploma or GED with relevant work experience

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