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Company

Apptad Inc.
Address Plano, TX, United States
Employment type FULL_TIME
Salary
Category IT Services and IT Consulting
Expires 2023-07-20
Posted at 10 months ago
Job Description
Role Purpose
  • Answer Phone calls, Chat and Self-service tickets from end users and track status and progress to resolution
  • 24/7 rotational Shifts
Main Responsibilities
  • Adherence to policies and procedures set by client
  • Answer user queries assist them with L1 troubleshooting
  • Call & customer handling skill
Major Activities
  • Opens, logs, prioritizes, assigns, and closes calls logged in the IT Service Desk
  • Escalates tickets which have not been resolved by SD, in accordance with escalation procedures
  • Attempts to resolve the defined inquiries while on the telephone/chat to meet the agreed upon Service Level for First Call Resolution
  • Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
  • Makes recommendations for updates to the KB database
  • Asks End User all the relevant information concerning the call made or issue reported
  • Routes the enquiries to Resolver Groups as appropriate
  • Provides status and updates on tickets to authorized users
  • Re-routes misdirected calls