The Service Desk Chat Agent is the first point of contact that supports end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Chat Agent is focused on achieving high levels of first call resolution and identifying opportunities to streamline/automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service.
Expectation of Role:
- Customer Service Skills
- Demonstrate active listening in order to gain an accurate understanding of the situation
- Being empathetic about the customer’s situation while showcasing advocacy and ownership of seeking resolution
- Acknowledging the sense of urgency for resolving the issue
- Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach problem understanding
- Communicate effectively:
- Producing accurate detailed documentation consumable by end users, level support, and problem management
- Maintain professionalism and netiquette ensure messages are received as intended
- Respond timely via the chat platform prevent delay or frustration
- Clearly document actions taken in ticketing record for tracking and data analytics
- Technical Proficiency:
- Leverage the chat tooling and ticketing platform effectively
- Provide high quality end-user technical support, related enterprise software and hardware
- Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure components
- Culture Carrier:
- Demonstrate the ability to collaborate with others
- Display a safe and positive attitude
- Adhere policies and procedures and act in the best interest of the overall firm
Qualifications:
- Excellent customer service skills required
- Excellent communication skills required
- Problem solving skills
- Self-Motivated
- Two five years of chat experience
- Two five years of proven, qualified-related work experience in a comparable complex and fast paced work environment
- Preferred work experience in technical support role but not required
Required Education:
High school diploma or GED with relevant work experience
