What you’ll be doing...
The Consumer Services Contact Center Production Support Team is looking for highly motivated and talented individuals to monitor and improve system downtime for our frontline call center employees. You will be responsible for monitoring tickets, ensuring support teams and call center employees are actively engaged in troubleshooting, and coding time based on HR policies surrounding the type of issue. This role requires knowledge and understanding of our call center desktop computing technologies and applications that support delivering a world class customer experience. This work-from-home position is open to individuals who reside within the contiguous United States.
Scope of Work:
- Monitor At Your Service tickets from creation to resolution
- Triage and resolve At Your Service tickets when possible
- Ensure support teams and frontline agents/supervisors are being responsive
- Provide ISP support for our front-line agents when they are showing degraded connectivity
- Work with the employees ISP alongside the Verizon employee to work through issues
- Collaborate with End User Support or other GTS teams in the event the issue is not ISP related
- Trend reporting for outliers and common issues
- Communicate knowledge-based articles to employees in order to promote self-help
- Perform employee deep dive packets on outliers for HR/field leadership
- Monitor dashboards for downtime to ensure employees that are down have tickets issued for support
- Communicating common issues of tickets to leadership to ensure overall resolutions are being driven
What we’re looking for...
The perfect candidate has a passion and drive for ensuring our workforce technology is operational. They need to be able to juggle multiple tasks daily and communicate effectively through relationship building with our support teams and front lines.
You’ll need to have:
- Meet all work from home requirements listed below
- Real time operations, ISP Team experience, or 3+ years of relevant customer service systems work experience including troubleshooting
- Efficient time management skills to prioritize and track multiple tasks
- Experience with Google Sheets
- A positive attitude
- Willingness to work evenings, weekends, and holidays
Even better if you have:
- A degree in the IT field
- Technical certifications such as Comptia A+, Comptia Net+, CCNA that apply to desktop and networking technologies
- Experience troubleshooting desktop computing environments (hardware, Windows operating system, networking)
Home office requirements:
· This is a work-from-home role
· Home office must be located within the contiguous United States.
· Internet service with a direct connection to a cable or fiber modem capable of at least 25mbps
· A dedicated quiet and private workspace.
· The ability to self-manage in a remote work environment including setup of company-provided computer equipment and ongoing proactive, skilled, and effective management of your home network and connections
Job Type: Full-time
Pay: $38,000.00 - $41,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Remote