Remote Service Desk Agent

Location: Remote - Remote
Category: Technical Support and Services
Employment Type: Contract To Hire
Job ID: 14652
Date Added: 08/11/2022

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Company Benefits

  • Long-term opportunity with a great chance of being hired permanently
  • Incredible company culture with great growth opportunities

Remote Service Desk Agent Requirements

  • Possess basic knowledge of service desk operations, processes, and technologies
  • Ability to quickly address customer issues or escalate to the appropriate resolving teams
  • Acts as a team player to help as an effective member of the team
  • Ability to work in a fast paced, high-stress environment
  • Ability to multitask. Will often receive multiple chats simultaneously.
  • Prior experience in a fast-paced, level one support role
  • Must be flexible for occasional shift changes or modifications.

Remote Service Desk Agent Job Description

Our client, a global school management company, operating schools and educational programs around the world is currently looking for several tier one Remote Service Desk Agents. Daily, qualified candidates can expect to conduct the following responsibilities:

  • Receives or initiates contact with customers to triage and troubleshoot reported issues.
  • Provides first level end user contact and resolution
  • Resolves customer reported issues using Pansophic provided access, tools, and technology
  • Accurately documents user information, triage steps and resolutions or escalation notes
  • Tracks personal queues to ensure compliance with policies, procedures, and SLA requirements
  • Works to identify missing or erroneous documentation for processes or knowledge
  • Works with internal and external teams to ensure solutions provided are accurate
  • Provides escalations as necessary
  • Follows knowledge base articles as a standard for resolving end user reported issues
  • Takes ownership for all incidents and requests assigned to personal queues

Qualified Remote Service Desk Agent candidates will possess the following qualifications:

  • Basic knowledge of service desk operations, processes, and technologies
  • Ability to quickly address customer issues or escalate to the appropriate resolving teams
  • Acts as a team player to help as an effective member of the team
  • Ability to work in a fast paced, high-stress environment
  • Ability to multitask. Will often receive multiple chats simultaneously.
  • Prior experience in a fast-paced, level one support role
  • Must be flexible for occasional shift changes or modifications.
#LI-KV #LI-REMOTE #REMOTE #RTE4IND