HelpDesk Support

360 IT Professionals is leading name in the software development industry, bring innovative business solutions to clients in Silicon Valley. We are always looking forward to bring aboard IT professionals and help them build a career in the IT Industry by providing the opportunity to work with our top clients in US.

These positions/resources requested will serve as PEAK Call Center Agents responsible for addressing citizen/client questions related to technical issues accessing and navigating the system. Note that these resources should expect to be taking and resolving incoming client calls up to 90% of the time.

Duties:

Primary Responsibilities include the following:

o Answer incoming calls timely and accurately

o Answers inquires by clarifying desired information, researching, locating and providing information

o Resolves customers issues and concerns

o Creates and maintains knowledge articles

o Provide technical assistance to the customer (Examples)

• Password reset

• Account information

• Case number information

• Adobe Reader issues

• Brower issues

• Technical computer issues

• Internet connectivity

• PEAK navigation

o Enter information obtained from the call into a customer relationship management tool

o Utilize the IVR/ACD for incoming and outgoing calls

o Follow communication scripts when handling different topics

o Meet personal/team qualitative and quantitative targets

Qualifications

Minimum of 1 year of experience in a call center

Strong phone and verbal communication skills along with active listening skills

Additional Information

All your information will be kept confidential according to EEO guidelines.