Help Line Agent II
Company: Axelon Services Corporation
Location: Richmond
Posted on: May 27, 2023
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Job Description:
Help Line Agent II
Richmond, VA
12+ Month Contract
W 2 ONLY
Candidates must have recent and relevant Help Desk experience. This
is not a senior level role. This is 100% phone support so must have
phone support experience with exceptional customer service. The
work will be 50% remote alternating one week in the office, one
week at home.
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.
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,
Keywords: Axelon Services Corporation, Richmond , Help Line Agent II, Sales , Richmond, Virginia
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