IT Call Center Agent 1 (Student Position)

Ferris State University • Big Rapids, MI

1d • $14 - $14 • Onsite

About The Position

The primary role of a Level 1 Call Center Agent is to manage incoming support/request calls from faculty/staff/students to resolve entry-level issues. This position will be tasked with learning 15-20 over-the-phone technology resolutions and/or working within the IT ticketing system to task more complex issues to a technician.

Requirements

• Must be able to work independently on assigned projects also.
• Exceptional communication/decision making skills (phone, email, chat, and in person) in a fast-paced environment.
• Supports all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy.
• Must be a team player and able to work with many different people.

Responsibilities

• Call Center Agents will learn how to use call tracking software to enter work orders and to assist customers on the phone and chat.
• Call Center Agents will work as part of a team to solve problems when needed but must also be able to work independently on assigned projects.
• They will work with technicians to resolve customer computer-related problems.
• May involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Determines the most effective manner to resolve customer's technical issue. Engages in research and ask questions to resolve technical issues
• Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed