Help Desk / Tech Call Center Agent – 516483

Revel IT

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OUR GOAL: 
Treat our consultants and clients the way we would like others to treat us — we are honest, stay true to our word, and work in the best interest of our clients, consultants, and candidates. Many say they work this way, but few actually do. We are a company that does. Additionally, we bring joy to the world of IT staffing and IT recruiting by making the hiring experience memorable, fun, and different. 
 
OUR MISSION:
Find and provide the best talent for clients and excellent career opportunities for consultants and candidates — whom we treat as part of our team. Interested in joining our team? Check out the opportunity below and apply today!
  
Reference: 516483
  
We are currently seeking a Help Desk / Tech Call Center Agent who will join the Enterprise IT Service Center, which is a full-service technical support center for our client that provides immediate assistance for customers and clients utilizing client applications and hardware. This includes the support of proprietary business applications, EDI and Windows-based business-to-business products and solutions, pharmacy management tools, enterprise resource planning systems, standard desktop applications, and the associated hardware platforms, databases, and network connectivity.

Essential Functions:

  • Provides technical support and assistance to customers using computer hardware, standard desktop applications or client software applications.
  • Associates perform troubleshooting and conduct problem determination to identify problem source and resolve as possible within the Service Center.
  • Answer incoming client and customer calls.
  • Troubleshoot software and hardware issue via phone.
  • Train end users in the use of equipment and software.
  • Acquire and maintain expert knowledge of emerging desktop technologies and software applications.
  • Fully document all cases in call tracking software and escalate to appropriate queue.
  • Escalate support call to supervisor as necessary.
  • Assume ownership of project-related tasks as needed or assigned.
  • Act as liaison between clients or customers and other client IT organizations or external IT vendors.
  • Maintain and seek knowledge about current industry-wide support practices and the potential impact on the support business.
  • Some after hours and weekend work as needed to meet business needs.
  • The organization is a very fast-paced, changing environment. This position requires decision-making capabilities, superior customer service skills, and the ability to work independently.
  • Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative.
  • Patience, tolerance, and flexibility are very important traits for an individual assuming this role.
  • Strong interpersonal skills are a necessity.
  • Flexibility to work on a varied shift schedule.

Skills: Must Have Requirements:

  • Experience supporting electronic data interchange (EDI) file issues
  • Experience in an inbound phone support or customer service environment
  • Experience supporting proprietary software applications
  • Experience simultaneously handling multiple inbound work streams such as phone, email, ticket queue, and IM
  • Experience in an EDI implementation role a plus
  • Microsoft Windows 95/98/NT/2000/XP/Vista/7
  • Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio
  • Demonstrated experience supporting customer interactions and troubleshooting
  • Troubleshooting knowledge of PC hardware issues including modems, monitors, printers, hard drives, PDAs
  • Experience supporting database software such as Fox Pro
  • Experience supporting proprietary software applications
  • Fundamental understanding of networking including Novell, NT, TCP/IP, WINS, DNS
  • Troubleshooting web browsers and security settings
  • Using AS/400 applications
  • Ability to react to dynamic industry and rapid changes in information technology
  • Flexibility and adaptability
  • Ability to maintain customer focus in the midst of difficult circumstances
  • Ability to manage multiple priorities in a fast-paced environment
    Degree in Computer Science, MIS or related field.
  • Minimum two years related experience required

  
  
ABOUT REVEL IT:
Revel IT (formerly known as Fast Switch) is one of the fastest-growing, privately held, IT Staffing companies in the nation. Our client base includes 32% of the Fortune 25. We have major offices in Dublin, OH, Tucson, AZ, Los Angeles, CA, and Austin, TX, and are rapidly expanding into new markets from coast to coast.
 
  
WHY REVEL IT: 

  • In addition to standard health and 401k benefits, we offer referral bonuses and training/continuing education opportunities.
  • 5-year client retention: 99%
  • No. 1 supplier with customers: 53%
  • Top 3 supplier with customers: 77%
  • Consultant retention: 94%

  
We do our jobs in a way that brings delight every day to our clients and the people who work with us. Life is simply too short to grind through every day as a small cog in a huge recruiting machine. As a young and high energy company, we aim to help consultants and candidates land fulfilling jobs that offer real career growth.
  
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