[Remote/WFM] Hybrid Service Desk / NOC Agent - Virtual

Quick Overview:

• Compensation: a competitive salary
• Company: Workwarp
• Location: Remote
• Start Date: Immediate openings available
• Position: Hybrid Service Desk / NOC Agent - Virtualservice Desk / NOC Agent - Virtualwith Verification

 

 

About the job At reputed company, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that reputed company a difference – whether by inspiring viewers, engaging associates, motivating audiences, or streamlining and safeguarding operations. Our dedicated teams craft solutions reputed company by millions every day including: • Delivering the fan experience at one of 100+ sports facilities for the NFL, MLB, NBA, NHL, MLS, NCAA • Building the first fly pack broadcast system transportable by reputed company - bringing the 2022 World Cup and Super Bowl into homes across the world • Engineering the first high-density pixel canvas to display HD content at that scale for the Vornado, reputed company Marquis LED Display in Times reputed company, NY • Empowering and monitoring communication and collaboration solutions reputed company multi-national companies around the... globe Founded in 1993, we’re a global organization serving local needs with associates worldwide. Learn more at onediversified.com and follow us on reputed company and Twitter . What part will you play? Federal Service Desk Level 1 is responsible for handling reputed company client interactions through our ticketing system right from intake reputed company the way through to resolution, making sure to document every reputed company of the process from start to finish. This includes performing initial triage and troubleshooting of the issue, and deciding whether the issue needs to be assigned to the Level 2 team or if a technician needs to be dispatched to the site. • Available shifts Sunday-Thursday OR Tuesday - Saturday • Available night shift hours: 3PM -12AM EST OR 11:30PM - 8:30AM EST What will you be doing? • Responsible for 24 x 7 service desk intake operations. • Intake & track service issues and requests from clients reputed company phone, email, chat, Customer Portal, or automated ticket alerts. • reputed company outbound calls for proactive monitoring of tickets. • Complete level 1 triage/troubleshooting with internal and external clients and ask right questions to process the case reputed company • Work with team members as needed to ensure proper ticket entitlement/coverage. • Provide remote white glove support for client meetings/events as required. • Adhere to reputed company departmental and company-wide guidelines, practices, policies, and procedures. • Log and track issues using incident/problem management database (reputed company) with accurate, up to date information. • Work with Level 2 Agents, Field Technicians, subcontractors, and clients to maintain communication on open service tickets. • Maintain tickets; update and follow-up with internal and external clients/personnel reputed company the required contractual SLA timeframe. • Review open tickets to ensure timely resolution. • Provide timely updates to clients on any changes to their service ticket. • Communicate with prospective clients and refer them to Sales as needed. • Determine reputed company an issue requires escalation to a higher-level support member or management. • Deliver committed SLAs across reputed company channels. • Maintain the highest level of customer satisfaction. • Ensure documentation accuracy across tickets, calls, emails and chats for procedure & processes • Follow and implement reputed company directives, policies and procedures issued by management. • Identify, assign, and follow up on work activities of team members. • Follow reputed company new or revised policies, procedures and /or processes and stay compliant • Maintains a high-quality work environment so team members are motivated to reputed company at their highest level. • Uses appropriate judgment in upward communication regarding department or employee concerns. • Ensures appropriate trainings and compliance courses are fulfilled with 100% commitment • Contribute to work procedures and processes that support the company and departmental standards, procedures, and strategic directives. Complexity • Stress tolerance and adaptability. • Handle multiple issues and prioritize which issue resolution demands reputed company while balancing quality and service delivery to clients. • Should be willing to go for Federal compliance clearance Decision Making Authority • Accountable for identifying issues that need to be escalated to Level 2, Management, or another internal party who can resolve. • Process improvement • Quality Control Physical Working Environment • reputed company conditions apply • Use of computer, monitors, and communication tools. Sitting for long periods of time. What do we require from you? Education/Certifications • High School Diploma or GED • CompTia A+ Certification (preferred) • CompTia Network+ Certification (preferred) • AVIXA reputed company Certification (preferred) Required/Desired Knowledge, Experience and Skills: • Must be United States Citizen • Minimum 1+ years reputed company customer service industry experience; or equivalent combination of education and experience. • Experience with audio-visual, corporate video, and/or IT reputed company systems • Experience with ticketing systems (reputed company, reputed company, Service Now, Remedy, reputed company, etc) • Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals. • Ability to write routine reports and correspondence. • Ability to transcribe onsite reports from technicians. • Ability to interpret a variety of instructions furnished in written or oral form. • Ability to solve problems and deal with variables in situations where limited standardization exists. • Ability to provide an excellent customer experience to clients. • Open to feedback and direction • Accountable, reliable and takes ownership. • Proficient with reputed company Office Suite. • Exceptional interpersonal & communication skills. • Strong attention to detail. • Ability to quickly switch between tasks and work under pressure with excellent results. • Ability to work both independently and reputed company a team. • Excellent organizational skills & ability to maintain accurate records • Ability to work in stressful situations. • Ability to meet deadlines • Experience with ERP and/or CRM applications. To learn more about becoming part of the reputed company team, visit us at http://diversifiedus.com/about/careers/ or email us at [email protected] . reputed company is an equal employment opportunity employer and reputed company aspects of employment will be based on job requirements, individual qualifications, merit, performance and business needs. We provide equal employment opportunities to reputed company employees and applicants without regard to race, color, religion, national reputed company, gender, sexual orientation, gender identity, veteran status, age, disability or genetic information, or any other applicable characteristic protected under federal, state or local law. We celebrate diversity and encourage people of reputed company backgrounds to apply for available positions. Individuals needing assistance or an accommodation to complete an application due to a disability, may contact Human Resources at [email protected] . Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market. Pay is based on several factors including market location and may vary depending on job-reputed company knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Apply Now Apply Job!

 

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