IT Technical Support/Call Center
: Job Details :

Job Title: IT Technical Support/Call Center

Location: Rochester NY 14620 (Onsite)

Duration: 6+ months Contract to Hire

Salary/Pay rate: $18/HR on W2 (All inclusive)

Benefits:

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State or local law; and Holiday pay upon meeting eligibility criteria

To be successful in this role, a candidate needs to be an excellent communicator who enjoys helping people and is friendly and patient on the telephone. An ability to resolve product or service problems by clarifying the customer s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

Technical Skills

• Familiarity with email, calendars
• Knowledge of MS Office 10 and 16
• Can help set up cell phones (not required), but able to learn

Work Experience

• Call Center experience, or experience helping people over the phone
• General IT experience
• Experience with ticketing software

Soft Skills

• Manage inbound calls in an efficient manner
• Obtains client information by answering telephone calls; interviewing clients; verifying information.
• Strong listening skills to hear what the client is saying and to understand their issue
• Ask clarifying questions to try and get to the root of the issue
• Good trouble-shooting skills, without jumping to conclusions right away
• Remain courteous and patient at all times
• Tests resolution with client to verify its fixed
• Good time management skills
• Continuous learner