Customer Support (Chat Support, 2nd or 3rd Shift)

Company: HAYS
Location: Raleigh
Posted on: April 10, 2021

Job Description:

The end client is unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.

A Digital Transformation and Enterprise Operations is seeking a Customer Support (Chat Support) in Raleigh, NC.

Role Description
• 2nd Shift - 2PM-10PM either Tues-Sat or Sun-Thurs or 3rd Shift - 10pm-6am either Tues-Sat or Sun-Thurs
• Two week training in-office M-F from 8AM-5PM. On 3rd week, start scheduled shift in-office.
• 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).

Skills & Requirements
• 2 years in a call center/help desk environment (not necessarily technical)
• They need to type minimally 45 WPM.
• Be flexible on shifts but they can give preferences.

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the Information Technology industry and market trends . Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.

Additionally, this position is a contract role where Hays offers you the opportunity to enroll in full medical, dental or vision benefits.

• Medical
• Dental
• Vision
• 401K
• Life Insurance ($20,000 benefit)

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is an Equal Opportunity Employer.

Drug testing may be required; please contact a recruiter for more information. #1112253

Keywords: HAYS, Raleigh , Customer Support (Chat Support, 2nd or 3rd Shift), Other , Raleigh, North Carolina