Handle inbound events – 90%

•      Handles Level 1 inbound calls/chats and accurately log interactions within the company’s incident management system

•      Conducts appropriate diagnosis/troubleshooting to resolve known conditions.

•      Escalates problem tickets within department guidelines when unable to resolve

•      Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures 

Manage non phone/chat duties – 10%

•      Assist with Alerts and Self- Service Incidents

•      Follow up on unresolved incidents

EDUCATION:  

•      Some College preferred or equivalent experience

•      Preferred A+, CCNA, or Net + Certifications

EXPERIENCE: 

•      Preferred customer service experience (1-2 years)

•      Skills and Other Requirements:

•      Flexible work schedule

•      Beginner organization skills

•      Beginner oral and written communication skills

•      Beginner problem solving ability

•      Beginner understanding of computer concepts (PC fundamentals, Operating systems)

•      Ability to type 30 words per minute