TSC Rep (7508964)

Florida, Tampa-St. Petersburg-Cl

Post Date: 11/29/2017 Job ID: 11112 Industry: IT Pay Rate: $20.00 - $25.00

TSC Representative- 2 positions- Start 12/4/17 thru 6/4/2018
Duties: Job Summary: With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users.
Job Duties:
Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area
Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership
Utilizes knowledge management tools to help resolve client issues
Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements
Assists customers in performing basic software installations
Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems
Escalates trends and outages as needed to leadership and for Service News postings
Manages time in customer contact center setting and documents time via activity codes
Utilizes required activity codes to provide awareness of non-phone related activities
Will be accountable for carrying on-call phone and responding to calls on a rotating basis
Experience and Skills:
At least 2 years of recent help desk troubleshooting experience
BS in Computer Science, MIS or related degree preferred
May work a non-standard shift including nights and/or weekends and/or have on-call responsibilities
Basic technical knowledge of the following preferred: o Installing, troubleshooting and maintaining computer hardware and software
Operating systems (OS)
Mobile devices
Networking
Business applications
Security products
Financial services applications a plus
Competencies:
Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
Analysis: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions.
Managing Work: Effectively managing one' s time and resources to ensure that work is completed efficiently
Applied Learning: Assimilating and applying new job-related information in a timely manner
Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive

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