IT Call Center Agent Laurel, MD Posted: 10/31/2022
Job Description
Job ID#:
54144
Job Category:
Call Center/Customer Service
Position Type:
Associate - W2
Duration:
6 months
Shift:
1
We have an outstanding Contract position for an IT Call Center Agent to join a leading Company located in Laurel, MD.
**US Citizenship is required.**
**Must be able to work onsite in Laurel, MD**
Job Responsibilities:
Create, monitor & analyze tickets and escalate when needed
Solve problems using documented processes where available and best practices were not
Provide appropriate documentation on services provided and status updates
Create knowledgebase articles and SOP documentation
Assist teams with incident response support and be involved in the development and presentation of training sessions
Assists in problem correspondence as required
Contact customers for additional information
Assists customers with opening new tickets
Serve as the backup for the Group Administrator
Required Qualifications:
Possess a high school diploma
Minimum 2 years of recent experience with Microsoft office (Word, Excel, and PowerPoint)
Minimum 1 year of experience with an IT ticketing system
Are an excellent written and verbal communicator, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff
Have firsthand experience working independently as well as in a team to resolve customer concerns
Highly motivated with strong presentations skills and a desire to contribute to the success and direction for the group
Are willing and able to support operations and work necessary hours to complete critical work in a Call Center that requires sitting for extended periods of time and dealing with multiple issues at once over the phone, over email and in a ticketing system
Desired Qualifications:
Possess a Bachelor's degree or at least 4 years of recent advanced experience with the Microsoft Office suite
Have 2+ years experience in a Call Center or Help Desk environment
Experience creating SOP for new and existing processes
Have a basic understanding of computer, server hardware components as well as popular business COTs software
This particular client is requiring that all new hires show proof of vaccination. However, accommodations will be made for those with disabilities or religious reasons who cannot obtain a vaccine.
Job Requirements
Minimum Security Clearance:
No Clearance
TAD PGS, Inc. is a Global Fortune 500 company with worldwide revenue of over $27 billion and more than 50 years of government contracting experience. We specialize in supporting U.S. Government Agencies and their prime vendors by delivering a full range of recruitment and workforce solutions. As part of the Adecco family, we have access to over 2.5 million active candidates supporting hundreds of locations across North America. On any given day, we have more than 70,000 professionals working at client sites across the United States.