A large financial services company seeks a candidate with strong IT Service Desk expertise to support their operations.

Rate/Salary: $20/h - $21/h

Location: Columbus, OH

Contract: 6 months (possible perm/extension)

The Service Desk Chat Agent is the first point of contact that support 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 to the customer’s situation while also 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 to problem understanding

Communicate effectively:

• Producing accurate detailed documentation consumable by end users, level two support, and problem management
• Maintain professionalism and netiquette to ensure messages are received as intended
• Respond timely via the chat platform to 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 to 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 to 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 to five years of chat experience
• Two to 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