These positions/resources requested will serve as PEAK Call Center Agents responsible for addressing citizen/client questions related to technical issues accessing and navigating the system. Note that these resources should expect to be taking and resolving incoming client calls up to 90% of the time.
Duties:
Primary Responsibilities include the following:
o Answer incoming calls timely and accurately
o Answers inquires by clarifying desired information, researching, locating and providing information
o Resolves customers issues and concerns
o Creates and maintains knowledge articles
o Provide technical assistance to the customer (Examples)
ā¢ Password reset
ā¢ Account information
ā¢ Case number information
ā¢ Adobe Reader issues
ā¢ Brower issues
ā¢ Technical computer issues
ā¢ Internet connectivity
ā¢ PEAK navigation
o Enter information obtained from the call into a customer relationship management tool
o Utilize the IVR/ACD for incoming and outgoing calls
o Follow communication scripts when handling different topics
o Meet personal/team qualitative and quantitative targets
360 IT Professionals
https://careers.smartrecruiters.com/360ITProfessionals1