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Atlanta, GA  »   Jobs  »   Customer Service  »  

Grand Opening Analysts

  • Category: Customer Service
  • Employment Length: contract
  • Source: Business
  • Ad #: 6637
Via: Apply / More Info
Full Details

The Grand Opening Analysts is responsible for the following:

• Be present and visible in the HELP area and available to other agents requiring technical assistance
• Respond to questions from callers; remotely assist Operators, managers, and team members with technology problems in their store
• Ensure customer satisfaction in every step of problem resolution
• Support commonly used software, hardware, and other equipment
• Support back office hardware, POS hardware, software, Web Applications and other networks.
• Handle constantly changing flow of call volume; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
• Follow standard HELP operating procedures; accurately log all HELP contacts using the Incident management tracking software
• Accept general responsibility for the knowledgebase and contribute to its content
• Become familiar with available help resources (support tools); stay updated on technology changes or problems
• Maintain reasonable discipline and decorum in the HELP areas
• Independently work responsibly
• Responsible for setting up and handling customer callbacks
• Manage questions that go beyond the scope of services provided by the Level I Agent, and make accurate referrals to Level II escalation group
• Attend regular meetings and training activities
• Must have flexibility for backfilling for peers when coverage is needed. This includes holidays, weekends, and night shifts if required
Minimum Qualifications:

• Experience networking with and troubleshooting routers, switches, servers, cabling and bridges.
• 4+ years of experience in a customer service related role.
• 4+ years’ experience working in an IT HELP environment.
• Working knowledge of Microsoft Office
• Excellent communication skills (verbal and written)
• Type at least 40 wpm
• Strong attention to detail
• Ability to interact with multiple levels of personnel and management
? Good interpersonal skills
? Good written or oral communication skills
? Servant spirit with a strong sense of stewardship
? Attention to detail
? Good documentation skills
? Self-motivated, works well under pressure and able to multi-task
Preferred Level of Education:
Bachelor’s Degree
Map: Atlanta, GA