The Customer Service Representative position acts as the first point of contact answering phone calls and emails based on the clients’ needs. The person in this position is required to work in a team environment, under limited supervision and reports to the Shift Lead. Due to the nature of INOC’s 24x7 support business, the Customer Service Representative must be present in the Network Operations Center (NOC) at all times during the work shift.
INOC’s Service Desk is comprised of Help Desk, Call Desk and Scheduled Maintenance activities. The Service Desk provides first level support to end-users working in an office or equipment maintenance environment. All Service Desk staff should have a basic knowledge of using and troubleshooting PCs, related peripherals, Windows operating system, Microsoft Office, Printers, Mobile devices (tablets, smartphones), network connectivity, and the ability to handle clerical requests.
Answer incoming calls in a pleasant helpful manner
Listen to voicemail messages and respond to customers' requests
Escalate issues to Shift Lead
Update customers regarding the status of their inquiries or issues via telephone or email
Research and resolve issues such as documentation requests, repeat issues, customer follow-up as appropriate
Execute projects given by Supervisor
Responsible for INOC's information security by preserving the Confidentiality, Integrity, and Availability (CIA) of INOC's client and INOC's internal information assets in accordance with INOC's Information Security Management System.
Excellent customer service, written and oral communication skills.
Solid computer skills and a passion for technology.
Two years’ experience in a customer service position preferred.
A high level of professionalism.
Experience with problem research and resolution is a plus.
Ability to work independently as well as with a team.
Proven experience in installing and configuring operating systems, networked and local printers, and business applications
Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity
Prior experience with IT support ticketing systems
Working knowledge of user administration and bug fixing in a client server environment
Microsoft Office 365 experience preferred
Comprehensive knowledge of PC desktop/workstations