4Help It Support Agent

Working in a call center focused on resolving computer user problems , an Information Center Agent communicates with stakeholders using a telephone and/or electronic means, determines what service is needed, and enters the pertinent service information into a computerized ticketing system, and resolves common problems, and escalated more difficult problems. Stakeholder satisfaction is at the forefront of our goals. Our stakeholders include, but are not limited to, students, staff, faculty, internal and external associates, peers, colleagues and community members .

Work Schedule: Tuesday - Saturday 3 p.m. - 12 a.m.

Required Qualifications

• Demonstrated ability to manage multiline phones and the ability to multitask;
• Ability to interface with stakeholders using the telephone and computer based tools such as email or chat while utilizing customer service skills to include customer needs assessment and evaluation of customer satisfaction;
• Demonstrated strong communications skills to receive, record, and transmit information;
• Ability to perform all duties with professionalism, courtesy, and tact in a stressful call center environment;
• Demonstrated computer competency in a Windows environment with emphasis on Outlook and web based applications;
• Proven ability to work cooperatively with others, to be a part of a team, to work together and a willingness and ability to document knowledge and share with others.

Preferred Qualifications

• Familiarity with network management software.
• Experience in a technical call center;
• Technical writing skills;
• Experience with trouble ticketing software;

Pay Band

3

Appointment Type

Regular

Salary Information

$35,438

Review Date

7/31/2023

Additional Information

The successful candidate will be required to have a criminal conviction check.

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers. A leading global research institution, Virginia Tech conducts more than $500 million in research annually.