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