Title: Tech Support – Level -1

Location: Hopewell, NJ, Jacksonville, FL, Chandler, AZ, Addison, TX

Duration: 12 months 

Position Summary

• Providing first line support for the internal employees’ resources via voice and chat channels as part of the 24*7 Global Service Desk. Partnering with our regional and international partners to deliver best in class client care.
• The successful candidate should have excellent customer care skills with a desire to expand their skills and knowledge within IT.
• This is an onsite position currently working 4 day in office with 1 day working from home if meeting individual service levels and metrics with no performance issues once training is complete.
• Working in a fast-paced environment you will be required to effectively manage multiple-live chats simultaneously with our internal customers while achieving our core metrics for operations and quality.
• Role involves basic troubleshooting of MSFT applications and proprietary systems via phone/chat.
• Chat channels provide technology support for up to 2 clients simultaneously.
• Client Care is our top priority.
• The successful candidate will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix – for when First Line resolution cannot be attained.
• Excellent communication and written skills are a necessity.

In-house technical training will be provided backed up with real time support from peers and subject matter experts.

Required Skills:

• Requires 1-3 years of experience
• Excellent Client Care / Customer Service skills.
• Work well as a team and build relationships to the global partners.
• Excellent organizational skills, with the ability to prioritize workload.
• Ability to multitask and maintain focus on all areas of responsibility concurrently.
• Ability to consistently meet or exceed performance targets and goals correlated with customer service and call/chat handling.
• Able to work in a fast-paced environment.

Desired Skills:

• Technology Call Center and or Customer Service experience.
• Ability to utilize multiple resources to determine causes and resolutions of problems and incidents.
• Hardware Support – Windows 10/11,
• Software - MS Office suite, Office 365, SharePoint, Skype
• Network – Citrix, VPN, Cisc AnyConnect
• ITSM Remedy (not essential)

Pay ranger: $20/hr - $21/hr 

You can reach me at 973-381-7135 or dimpy.sachdeva@collabera.com