Agent, Back Office

Summary/Objective: The Tier One IT Technical Support Agent interacts with ATS Customers to handle a variety of functions. Representatives will provide technical and administrative account assistance; perform account research, gain access to computer systems, and answer questions regarding technical and billing aspects.

Main Duties and Responsibilities:

· Representatives will diagnose determining factors for customer issues and implement a fix for the issues. Agents should have a strong working knowledge of Microsoft Windows operating systems, wired & wireless networking, and printer connections.

· Provide exceptional customer service throughout the duration of the call

• Research required information using available resources (CRM, LogMeIn) while following standard processes and procedures
• Redirect problems to appropriate resource if unable to resolve issue in a reasonable time frame
• Follow up and make scheduled call backs to customers when necessary Technical Skills:
• Deliver service and support to end-users via remote connection over the Internet using LogMeIn
• Interact with customers to provide and process information in response to concerns, and requests about products and services or computers performance
• Diagnosing and provide a path to resolving various technical issues while explaining clearly so the customer understands what is being done while avoiding technical jargon
• Comply with all established policies (General, Security of Information, Compliance) and Standards of conduct established by KM2. Your duties will include but not be restricted to the above.
• Other responsibilities or duties as assigned by direct supervisor

Education / Experience / Credentials

· High School minimum

· Call center experience (preferred, not required)

Competencies/Skills

· Strong command of the English language – both written and comprehension

· Engages Proactively – ability to drive the conversation, ask relevant questions

· Multitasks Effectively

· Computer literacy / navigation – internet explorers and Mail Applications

· Problem-solving skills

Job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

• High school degree or above.
• Excellent communication skills, including verbal, reading and written skills.
• Ability to work with others.
• Good computer skills.
• Good multi-tasking skills.
• English level C1 or better.
• Excellent people skills.