Job Title:  Call Center Triage Specialist

Job Type:  Full-Time

Pay Rate:  $18/hour

Company Overview:  At 1Above Tech, we are a leader in providing IT solutions to a wide range of clients, offering reliable and responsive support services tailored to meet our customers' needs. Our team is committed to service excellence, ensuring seamless technology solutions that empower businesses to thrive.

Job Description:  Call Center Triage Specialists serve as the first point of contact for clients, ensuring that all reported technical issues are documented, triaged, and addressed efficiently. This position is ideal for individuals with strong organizational and multitasking skills who excel in fast-paced environments.

Key Responsibilities:

• Customer Support:
• Answer incoming calls and respond to emails, creating detailed tickets that capture the end user’s issue and urgency.
• Provide clear and professional communication via phone, email, and other platforms.
• Ticket Management:
• Assign tickets to appropriate technicians based on workload and availability, staying updated on team statuses (in-office, out-of-office, or in the field).
• Handle tickets requiring less than 5 minutes to resolve, such as account creations, password resets, and similar quick fixes.
• Monitor open and on-hold tickets to ensure timely updates for end users and progress toward resolution.
• Quality Assurance:
• Perform quality assurance checks on technicians’ tickets to ensure accurate and thorough documentation.
• Documentation:
• Update client documentation and internal knowledge bases during slower periods.
• Operational Support:
• Prepare materials and gather information for upcoming on-site visits.
• Pick up and resolve tickets that can be completed in the background between calls.

Essential Skills and Qualifications:

• Strong organizational and multitasking abilities.
• Excellent verbal and written communication skills.
• Basic knowledge of IT systems and troubleshooting.
• Familiarity with helpdesk ticketing systems (preferred but not required).
• Proactive approach to identifying and solving problems.
• Ability to work independently and collaboratively in a team environment.

Key Performance Indicators (KPIs):

• Maintain a high level of ticket accuracy and documentation quality.
• Meet or exceed response time and resolution time goals.
• Ensure all client communications are professional, timely, and meet established SLA requirements.

Education and Experience:

• High school diploma or equivalent.
• Prior experience in a customer service or technical support role is preferred.
• Basic understanding of IT systems and hardware troubleshooting.

Benefits:

• Competitive hourly pay rate of $18/hour.
• Paid time off (PTO).
• Sick pay.
• Health benefits
• 401(k) plan (eligibility after one year of employment).
• Opportunities for professional growth and development.
• Collaborative team environment with a strong focus on Service Excellence.

Why Join Us?  At 1Above Tech, we pride ourselves on fostering a supportive and growth-oriented workplace. We’re looking for individuals who are passionate about delivering top-notch service and building a career in IT support. If you’re a strong communicator with a proactive mindset, we encourage you to apply today!