Customer Technical Support Representative

Company: Idexcel Inc
Location: Raleigh
Posted on: May 27, 2023

Job Description:

*Job Title: Customer Technical Support Representative 4**Location: Raleigh, NC**Duration: 5 Months*Timings : Shifts are 2pm-10pm Tues-Sat & Sun-Thurs.UPDATE: Resumes must contain screenshots of typing tests in order to be qualified for this posting. Candidates must be able to type 45 WPM*Description :** Candidate applies basic helpdesk support skills, company policies and procedures in a Tier 1 Help Desk environment providing live chat sessions and email support for products and services on our clients* Incumbent must have a good understanding of the general/technical aspects of a Tier 1 Help Desk.* He/she will primarily provide end-user assistance via live chat sessions that are routine to moderately complex in nature and require basic problem resolution and independent judgment.* The successful incumbent must allocate his/her own time efficiently and will receive general instructions on all work.*Scope:** Point of contact (POC) for feature/function and level one support problems originated by supported end-users.* Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries.* Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters set by managers/team leads.* Maintain end-to-end problem ownership of chat and email sessions.* Incumbents will be required to handle up to three chat sessions at one time.* Usage of common commercial off the shelf (COTS) applications such as Salesforce C360, and Oracle RightNow along with other proprietary applications to provide live chat services and email resolution type responses.* Support various Tier 1 platforms as directed by management/team lead(s).*Qualifications:** A high school diploma or equivalent, minimally. A two or four year post-high school degree in a technical field is preferred.* May hold entry level certification(s) in field of work.* Must have, two - three years of work experience in a helpdesk or call center environment.* Previous experience supporting customers via live chat is preferred* Candidates without the necessary experience will be disqualified.*Skills Set:** Candidates must be able to type 45 WPM.* Candidates must have Microsoft Office product knowledge and trouble shooting skills, to include: Microsoft Office 2016, Microsoft Outlook 2016* Live Chat and/or any Customer Relationship Management (CRM) software tools.* Possesses the ability to successfully manage and prioritize concurrent task, i.e., handling three chat sessions at one time.* Showcase the ability to communicate well (orally and in writing) working with the clients consumers/customers.* Positive attitude and work ethic.* Self-motivated.* Ability to work well alone or within a team setting*About IDEXCEL, INC*Idexcel is an IT services organization, with a mission to bring great people and great organizations together. Our diverse client base represents a wide range of industries, including technology, telecom, insurance, healthcare, manufacturing, banking & financial services, food & commodities trading and federal organizations. Our teams of experienced recruiters directly work with client companies seeking exceptional people to help with their business initiatives.Idexcel, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.Job Types: Full-time, ContractSalary: Up to $17.00 per hourAbility to commute/relocate:* Raleigh, NC 27607: Reliably commute or planning to relocate before starting work (Required)Experience:* Customer support: 3 years (Required)Work Location: One location

Keywords: Idexcel Inc, Raleigh , Customer Technical Support Representative, IT / Software / Systems , Raleigh, North Carolina