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Job DescriptionThis is a remote position.Essential Duties And Responsibilities
Contact Center Reps I handle customer interactions through multiple communication channels. They may respond to daily requests received through ServiceNow, Inbound/outbound phone calls, respond to emails, engage in live chat sessions, or assist customers through written inquiries and faxes. Proficiency in written and verbal communication is crucial for this role.
Troubleshoot different browser based access issues, confirming URL, clearing cache and access issues using a smartphone. Reps are skilled in using Active Directory to confirm employee profile status during web based or app access related issues.
Contact center reps provide first level support across 6 web based and/or app based software applications. Reps are first resolution for support and access to EDD/Ultipro for web based and app.
Provide support for Kronos access, password resets and provide support for SSO utilization. In addition, reps support ALC access issues, recruiting and onboarding issues through EDD/Ultipro recruiting and onboarding product a separate application and access from EDD, and access issues for the EDD/Ultipro post employment site.
Provide triage support services to perform first resolution on common issues related to Oracle platform during launches and post launch responding to inbound callers. Reps will attempt to offer resolution and/or enter a ServiceNow incident that would require further resolution.
Adhere to quality measures and standards captured through quality monitoring and evaluations.
Demonstrates a strong desire and empathy to help resolve problems. While striving to project a positive experience for each caller. Thoroughly documents discussions including issue and resolution.
Contact Center Reps I typically work in a performance-driven environment, where specific metrics and standards are used to measure productivity and quality of service. These metrics may include average handling time, customer satisfaction scores, first-call resolution, or adherence to scripts or guidelines.
QualificationsRequired Education:High School Diploma
Required ExperienceOne (1) or more years in Contact Center Operations or a customer service and support role.
Preferred ExperienceTwo (2) or more years Familiarity with help desk support techniques troubleshooting some technical and non-technical related support issues.
Computer Skills RequiredGoogle Suite preferred; willingness to learn Oracle and leverage the training, reporting, and process components to excel at role. Knowledge of ticketing systems, like ServiceNow, Zendesk, Jira or similar.
INDSBO
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Hospitals and Health Care
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