Short Description:
IT ServUs Desktop Phone Support Tier 1
Tech
Please submit all candidates by 6:00 PM
on Thursday, March 1st, 2012.
Complete
Description:
Provides customer technical phone
support by collecting trouble tickets,
analyzing issues, carrying out
solutions, escalating issues, and
tracking to completion. The preferred
candidate must be able to communicate
problems/issues to customers in a
non-technical manner. The preferred
candidate must have excellent verbal
skills in order to explain directions
and provide basic communication to the
customer in a clear and concise manner.
The preferred candidate must have strong
customer service and troubleshooting
skills. The candidate must be able to
work as a team member independently.
Important: This position is for a part
time shift-based work. Because the call
center is open 24x7, the candidate may
be required to work other designated
shifts including evenings, holidays, and
weekends. The candidate may also be
required to work longer shifts (8-hours
or 12 hours) or earlier shifts on a
needed basis.
The preferred candidate will be subject
to written and scenario based testing
in: Customer Service, Microsoft and Mac
proficiencies.
Behavior
Characteristics:
Must be composed in the face of client
distress and hostility. Must have
excellent verbal communication skills
Required / Desired Skills
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Call Center
Operations experience Tier 1
phone support
Required
3 Years
3 - Expert
Remedy Call
Tracking System or equivalent
Required
1 Years
2 - Proficient
Bomgar Remote
Control or equivalent Remote
Control software
Required
18 Months
2 - Proficient
AVAYA ACD Call
Routing System or equivalent
Required
1 Years
2 - Proficient
MS Office 2007
and 2010 product suite support,
troubleshooting, etc.
Required
2 Years
2 - Proficient
Microsoft's XP
operating system, basic
configuring and troubleshooting
Hands-on
experience w/AD or equivalent
for pwd reset, acct creation,
etc.
Required
2 Years
2 - Proficient
Parallels/Boot
Camp/Fusion or other VM software
Highly desired
1 Years
Help Desk or
other related IT support
experience
Required
2 Years
2 - Proficient
Customer
Service skills
Required
3 Years
3 - Expert
Basic
troubleshooting skills for XP
and Mac environment
Required
1 Years
2 - Proficient
Mujst have
excellent verbal communication
skills
Required
0
3 - Expert
Questions For Requirement
Question 1:
Does your resume validate the years of
experience listed in Required/Desired
Skill Section?
Question 2:
Must be willing to work, assigned shifts
in a 24x7 environment. This position
will serve as a Part-Time position that
has the potential to become a full-time
position, contingent upon evaluation and
candidates acceptance. Also at anytime,
candidate may be required to work a full
day.
Question 3:
All candidates interviewed are required
to take & pass technical exam. Pls
acknowledge.
Question 4:
This position is currently funded for 7
months. Depending on candidate's
performance and available funding, it is
the PM's intent to extend this position.
Client Information
Work Location:
ServUs Tier 1 Support:
1100 15th St NW, 10th Floor
