$30-32K

Multiple Shifts Available:
Shift (Fri-Mon- 7am-6pm)
Shift (Sun-Tues,Alt Wed-7am-7pm)
Shift (Sun-Tues, Alt Wed- 7pm-7am)
Shift (Thurs-Sat, Alt Wed-7pm-7am

Respond to ACD, email, and tickets following documented processes.
• Answer inbound non-critical phone calls and maintain call statistics.
• Follow Call Process.
• Open changes as appropriate
• Open problems as appropriate
• Process e-mail queue throughout the day & maintain e-mail statistics.
• Monitor ticket queues and route as appropriate
• Follow e-mail process.
• Log all emails
• Open changes as appropriate
• Open problems as appropriate
• Security resets
• Portal administration

Assume the role of problem owner & notification for service requests.
• Ensure timely, accurate and complete data entry in changes and problems
• Review and follow-up on outstanding requests.
• Provide regular feedback to the client on their outstanding requests.
• Report process failures to your manager.
• Manage client communications and set appropriate expectations.
• Escalate issues as needed.

Qualifications : The Support Assistant position is an entry-level position. As such, training will be provided to all successful applicants including: Customer Service training, Helpdesk training and certification, and training on support methodologies based on industry best practices.

Must Requirements (including any physical requirements) are as follows:

• College degree or equivalent work related experience with a minimum of H.S Diploma or GED required.
• Desire to provide the highest levels of service to customer
• Demonstrable experience providing a high level of customer service in a pressurized environment
• Prior call center experience desirable
• Prior technical support experience desirable
• Cheerful and enthusiastic
• Good communication skills, verbal and written
• Good problem solving / decision making skills
• Good PC skills, word processing, spreadsheets
• Capable of adhering to a 15 minute response SLA
• Demonstrate the capability to perform fast and accurate data entry for trouble-ticket input from similar prior experience.
• Leadership positions in extra curricular or community service activities desirable.
• Ability to learn quickly and develop new product skills independently
• Experience managing multiple projects and shifting workloads in a fast paced environment
• Prior customer service or quality awards desirable

For more information about this opportunity contact:

Systems Engineer positions / job opportunities in the Denver area.