Technical Support Service Desk Agent

Job Description

Job Description

Overview

CTG is looking for a team of Technical Support Service Desk Agents to support an important client for a short period of time. Those interested can expect to answer a large number of incoming calls, assisting users with issues such as password resets, multifactor authentication, and application installations. This is a remote, work from home position with compensation of $25 / hr.

The position will provide training on Friday November 8th from 9 : 30 - 6 pm EST. Then the position will move to it's normal hours 11 am - 8 pm EST for coverage on Wednesday November 13th-15th.

Responsibilities :

• Answer a high volume of incoming calls related to end user technical support IT issues and questions.
• Interact with customers via phone, email, and chat in a professional manner.
• Troubleshoot problems to provide a high level of user satisfaction.
• Respond to tickets and answer calls within a timely manner.
• Utilize a methodical approach to identify problems, investigate causes, and recommend innovative solutions to our multi-platform environment.
• Accurately document technical issues to facilitate diagnostics and prompt solutions.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Handle advanced technical issues such as call escalations and other issues that require a higher degree of knowledge to resolve.
• Ensure systems are configured properly.
• Act as a resource for more complex end-user issues.
• Track incidents and calls, including but not limited to entering data into the database timely and accurately.

Required Skills :

The expected base salary for this position is $25.00 / hour. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.