Are you passionate about making a difference in people's lives? Are you motivated to learn and connect people with cutting edge technology? Do you go the extra mile to provide customer delight? We are looking for talented people who are ready to grow with Hargray Communications. We are dedicated to developing our employees for a career and future with us. Hargray Communication is offering a career opportunity as an Service Desk Agent Level 1!
General Description of Position:
Provides first class customer service to our customer base as well as a Single Point of Contact for customers, employees and business partners. The Service Desk is designed to optimize services provided by DCMS by utilizing ITIL best practices.
Duties & Responsibilities:
Act as the single point of contact to the customer for all types of service requests.
Coordination of all IT support groups to ensure maximum utilization of DCMS resources.
Communicates independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.
Pre-process service requests as they arrive through email, customer portal, or direct customer input.
Review and close service tickets to ensure the appropriate information is captured.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes.
Improve customer service, perception, and satisfaction.
Ability to work in a team and communicate effectively.
Improve usage and increase productivity of DCMS support resources.
Escalate service requests that cannot be scheduled within agreed service levels.
Performs other related duties as assigned to ensure effective operation of department.
High school diploma or equivalent.
Basic computer and operating system knowledge.
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Technical awareness: ability to match resources to technical issues appropriately.
Awareness of all DCMS services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Typing skills to ensure quick and accurate entry of service request details.
Ability to multi-task and think independently.
Self-motivated with the ability to work in a fast moving environment.
Prior call center experience is a plus