SHiFt SChedules
ADheRe STrictly To Shift Schedule. Timeliness A Key Requirement.
FLeXibiliTy To Changes In Shift Schedules, As Dictated By Management Is Required

CalL HaNdling
PRoVide COmprehensive Technical Support Services To Support Center Customers
WoRk WithiN SErvice Level Agreements, Including But Not Limited To Average Speed Of Answer, Average Talk Time, Abandon Time, Hold Times, Etc.
TAkE AlL Steps To Troubleshoot Issues Reported To Them And Resolve Or Escalate To The Appropriate
CONtaCT.
Use ALl AvaIlable Knowledge Management Tool During The Call
TAkE AlL Necessary Steps To Ensure Customer Satisfaction At The End Of The Call

CalL LOgging
CReAtE And Submit Detailed Call Logs Documenting Customer Interactions. Accuracy, Thoroughness, And Timeliness Are Key Call Logging Components
CONfirM And UpDate Customer Profile Information As Needed

Job ReQUirements

EdUcaTion/Experience

High ScHooL Diploma Or Equivalent Required
MIcRoSoft Certified Professional Certification Preferred
MInimUM Of 12-18 Months Of Level I Service Desk/Technical Support Experience Preferred

SKIllS
ExcELlent Verbal And Written Communication Skills
Strong IntERpersonal Skills
MIcRoSoft Office Suite, Sfa Life Cycle, Windows Operating Systems, Lotus Notes, And Internet Applications.
PRoBleM Solving Skills, Organizational Skills, And The Ability To Exercise Sound Judgment In Any Customer Service Scenario