Entry Level Call Center Rep

  • location: Bloomington, IL
  • type: Contract
  • salary: $13 per hour
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job description

Entry Level Call Center Rep

job summary:
Randstad is hiring! We are seeking Level 1 Help Desk Agents to join our team in Bloomington! If you have excellent Customer Service experience and great technical aptitude - we want to hear from you!

Title: Tier I Help Desk

Location: Bloomington, IL 61072

Duration: 4-6 months with potential to be extended as new needs come up

Start Date: Jan 21 2019

Pay rate: $13.00/hr.

Hiring Organization: Randstad Technologies

Employment Type: Contract

Multiple shifts:M-F start between 6 am or 8 am

Job Description

This team of Help Desk reps receives calls and emails from customers and installers regarding issues occurring during and after an install and are more technical in nature. As these involve more problem resolution, having a strong understanding of the projects, common problems, and how to provide clear direction to our customers is especially important here.

For immediate consideration, please contact Technical Recruiters listed below...

Cassie Callaway Cell: 813-777-4803, cassie.callaway @RandstadUSA.com

OR Lisa Hogan, Direct 781-718-3898, Lisa.Hogan@RandstadUSA.com

www.randstadtechnologies.com

 
location: Bloomington, Illinois
job type: Contract
work hours: 8am to 5pm
education: No Degree Required
 
responsibilities:
"HDI Certification is a huge plus

Candidate needs to be very articulate, sharp and energetic. Must be able to pay attention to detail and the ability to follow processes and procedures. Experience with using a knowledge database to resolve issues will be extremely useful.

Take incoming Desktop Hardware and Software support calls for end users

Majority of calls will be password resets, network and wireless connectivity issues, issues with Outlook, MS Office and proprietary applications.

All Approx. 60% of Calls with be resolved at Tier 1 remaining 40% will be escalated per request of client to ensure incoming call answer time is low.

Perform Password Resets on multiple systems and hosts

Supports Enterprise Wireless Operations

Provide first and second level support for remote user laptops

Provide support for company VPN/Remote solution.

Prioritize and escalate issues to other management/staff

Provide international support for overseas operations.

Communicate, and/or Escalate to 2nd Level Support Teams, if need exists

Enter pertinent information and updates of reported incidents in ServiceNow

Reset client passwords according to information security guidelines.

SKILLS REQUIRED:

Minimum 1 year previous inbound customer service/help desk experience

General knowledge of computer products, software and applications

Experience with a ticketing software such as Peregrine, or Remedy, HP Service Manager, or ServiceNow

Experience working in a technical help desk

Exceptional customer service/people skills

Strong analytical troubleshooting skills

Excellent written and verbal communication skills

Strong work ethic, excellent attendance and flexibility to work overtime

Team player with a positive, friendly attitude

Sense of urgency for incident resolution

Ability to multi-task in a fast paced environment with minimal direction

Experience communicating with senior/executive level managers

Experience with using a knowledge database for guidance or resolution of issues

Must be able to type at least 25 WPM with 85% accuracy.

Desired:

Technical Certification A+

Experience with MS Outlook

Experience with MS Office Suite

Experience with Cisco Messaging

Experience with VPN solutions

Experience with Wireless networks and troubleshooting

 
qualifications:
All Approx. 60% of Calls with be resolved at Tier 1 remaining 40% will be escalated per request of client to ensure incoming call answer time is low.

Perform Password Resets on multiple systems and hosts

Supports Enterprise Wireless Operations

Provide first and second level support for remote user laptops

Provide support for company VPN/Remote solution.

Prioritize and escalate issues to other management/staff

Provide international support for overseas operations.

Communicate, and/or Escalate to 2nd Level Support Teams, if need exists

Enter pertinent information and updates of reported incidents in ServiceNow

Reset client passwords according to information security guidelines.

 
skills: SKILLS REQUIRED:

Minimum 1 year previous inbound customer service/help desk experience

General knowledge of computer products, software and applications

Experience with a ticketing software such as Peregrine, or Remedy, HP Service Manager, or ServiceNow

Experience working in a technical help desk

Exceptional customer service/people skills

Strong analytical troubleshooting skills

Excellent written and verbal communication skills

Strong work ethic, excellent attendance and flexibility to work overtime

Team player with a positive, friendly attitude

Sense of urgency for incident resolution

Ability to multi-task in a fast paced environment with minimal direction

Experience communicating with senior/executive level managers

Experience with using a knowledge database for guidance or resolution of issues

Must be able to type at least 25 WPM with 85% accuracy.

Desired:

Technical Certification A+

Experience with MS Outlook

Experience with MS Office Suite

Experience with Cisco Messaging

Experience with VPN solutions

Experience with Wireless networks and troubleshooting


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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