Call Center Representative

Rosendin•Pflugerville, TX

About The Position

Whether you’re a recent grad or a seasoned professional, you can experience meaningful career growth at Rosendin. Enjoy a true sense of ownership as you work with a proven industry leader on some of the most exciting and high-profile projects in the nation. We offer a wide range of job opportunities, competitive compensation, full benefits, an Employee Stock Ownership Plan and more. Why Rosendin? Committed. Innovative. Engaged. If you’re looking to take your career to the next level and work with some of the best and brightest in the industry, we want to hear from you. Since our founding over 100+ years ago, Rosendin has been driven to positively impact the communities where we live and work. We are an organization built on integrity and we have a culture that empowers people, embraces diversity, and inspires everyone to do their best. As one of the largest EMPLOYEE-OWNED electrical contractors in the United States, you will have the unique benefit of being a shareholder at a company that is experiencing tremendous growth and success. When our people succeed and fuel our success, we reward them. We'd love to have you as a shareholder! YOUR NEXT OPPORTUNITY: The IT Call Center Representative is responsible for supporting IT Helpdesk operations in the Rosendin IT Call Center. WHAT YOU’LL DO: Provide first level contact for Rosendin Employees contacting the IT Helpdesk for technology support. Resolve certain basic level problems for those end users. Properly document and escalate unresolved problems to the next level of support. Track, route, and redirect incoming problems to their correct resources. Ensure proper recording, documentation, and closure of problems in a Helpdesk Ticketing System. Utilize excellent customer service skills to provide top level service to Rosendin End Users. Conduct Inventory of IT equipment. Mobile device setup and back-ups. Laptop/Desktop (new and used) imaging, back-up, setup for new Rosendin employees. The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing and other duties may be assigned based on the position’s role within the business unit.

Requirements

High School Diploma.
One to two years of call center experience and or desktop support is preferred.
Can be a combination of education, training, and relevant experience.
Must be able to interface with end users, prioritize issues, and manage user expectations
Must be a team player with strong communication & customer service skills with the ability to stay on task when working independently
Proficient in using a computer and Microsoft Office (Outlook, Word, Excel, etc.)
Must be able to organize and manage multiple tasks in a fast‐paced environment
Must be conversant in Microsoft operating systems and productivity tools
Demonstrated success taking direction and working independently
Must have excellent customer relation skills, superior written, oral, and interpersonal communication skills
Demonstrated ability to establish and maintain an effective follow‐up system to ensure timely and accurate handling of information requests
Ability to work under time pressure and adapt to changing requirements with a positive attitude
Ability to interact effectively and professionally with all levels of employees, both management and staff alike, vendors, clients, and others
Must be dependable in reporting to work on time, and adhering to a work schedule

Nice To Haves

Call Center or Phone support experience would be desired
Engineering and Construction Related Industry Knowledge desired

Responsibilities

Provide first level contact for Rosendin Employees contacting the IT Helpdesk for technology support.
Resolve certain basic level problems for those end users.
Properly document and escalate unresolved problems to the next level of support.
Track, route, and redirect incoming problems to their correct resources.
Ensure proper recording, documentation, and closure of problems in a Helpdesk Ticketing System.
Utilize excellent customer service skills to provide top level service to Rosendin End Users.
Conduct Inventory of IT equipment.
Mobile device setup and back-ups.
Laptop/Desktop (new and used) imaging, back-up, setup for new Rosendin employees.