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TSC Representative

Job Description

Job Summary
With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.
(**There is potential for this position to convert to full-time depending on the worker's attendance and performance.**)

Job Duties
  • Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.
  • Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
  • Utilizes knowledge management tools to help resolve client issues.
  • Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
  • Assists customers in performing basic software installations.
  • Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
  • Escalates trends and outages as needed to leadership and for Service News postings.
  • Manages time in customer contact center setting and documents time via activity codes.
  • Utilizes required activity codes to provide awareness of non-phone related activities.

Must Have- Hard Skills
  • At least 3 (ideally 5) of recent, call center experience
  • Must have recent service desk / helpdesk experience
  • Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software
  • Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products
  • Must Haves - Soft Skills:
  • Exceptional customer service skills; ability to strive for first call resolution
  • Clear and professional written and oral communication skills. Ability to take a call, troubleshoot, and create a helpdesk ticket. Must provide clear and detailed notes on each ticket.
  • Ability to communicate and adapt to various personality types; ability to not take a customer's frustration personally
  • Team player; ability to collaborate with others; not afraid to ask questions, communicate any issues, or contribute ideas / strategize with team members and TSC management
  • Willingness to learn
  • Ability to exude professionalism at all times (on the phone and in-person). They may speak with anyone from a Branch associate to a C-level executive
  • Exceptional attendance and reliability; the attendance policy of the TSC (for both contractors at full-time associates) is they cannot exceed more than 3 unexcused absences and/or tardies within a 30 day period
  • Available to work non-standard shifts including nights, weekends and some holidays

Education: Highschool Diploma or Equivalent, Associate/Bachelors degree preferred

Job Requirements

 

Job Snapshot

Location US-TN-Memphis
Employment Type Contractor
Pay Type Hour
Pay Rate N/A
Store Type Other
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Company Overview

Ascent

The Ascent Services Group (ASG) is a leading national technology consulting and professional services firm that focuses on tactical and strategic consulting. ASG’s fundamental business is providing staffing services to Large Enterprise clients in our core market verticals: Financial Services, Healthcare, and Life Sciences. We focus the majority of our efforts in Staff Augmentation support of Large Enterprise Clients who utilize a Vendor Management System. Learn More

Contact Information

US-TN-Memphis
Myles Karnazes
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Snapshot
Ascent
Company:
US-TN-Memphis
Location:
Contractor
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
Other
Store Type:

Job Description

Job Summary
With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.
(**There is potential for this position to convert to full-time depending on the worker's attendance and performance.**)

Job Duties
  • Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.
  • Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
  • Utilizes knowledge management tools to help resolve client issues.
  • Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
  • Assists customers in performing basic software installations.
  • Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
  • Escalates trends and outages as needed to leadership and for Service News postings.
  • Manages time in customer contact center setting and documents time via activity codes.
  • Utilizes required activity codes to provide awareness of non-phone related activities.

Must Have- Hard Skills
  • At least 3 (ideally 5) of recent, call center experience
  • Must have recent service desk / helpdesk experience
  • Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software
  • Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products
  • Must Haves - Soft Skills:
  • Exceptional customer service skills; ability to strive for first call resolution
  • Clear and professional written and oral communication skills. Ability to take a call, troubleshoot, and create a helpdesk ticket. Must provide clear and detailed notes on each ticket.
  • Ability to communicate and adapt to various personality types; ability to not take a customer's frustration personally
  • Team player; ability to collaborate with others; not afraid to ask questions, communicate any issues, or contribute ideas / strategize with team members and TSC management
  • Willingness to learn
  • Ability to exude professionalism at all times (on the phone and in-person). They may speak with anyone from a Branch associate to a C-level executive
  • Exceptional attendance and reliability; the attendance policy of the TSC (for both contractors at full-time associates) is they cannot exceed more than 3 unexcused absences and/or tardies within a 30 day period
  • Available to work non-standard shifts including nights, weekends and some holidays

Education: Highschool Diploma or Equivalent, Associate/Bachelors degree preferred

Job Requirements

 
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TSC Representative Apply now