Service Desk Agent
About The Position
Vantor is hiring immediately for a Service Desk Agent to work either in the Westminster, CO office, or in Herndon, VA. This position will allow for a combination of in-office work and a few days from home. From home may be up to two days per week, and this is subject to change. The successful candidate will be responsible for answering incoming internal customer calls, utilizing company policies to solve customer issues and directing calls/tickets to support teams when necessary. Our Service Desk Agents, are often the first point of contact for customers’ service issues, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions. This support is provided in accordance with corporate and company policy and industry best practices. Outstanding customer service skills and communication skills working in a team environment is crucial to the success of the team, the customer, and the candidate.
Requirements
- Must be a U.S. Person
- High School Degree or GED
- Be able to successfully pass a background investigation
- Experience in a customer service role
Nice To Haves
- Understand basics of Windows 7, Windows 10, MAC OS, and Microsoft applications, a plus
- Demonstrate strong communications skills with active listening skills
- Remain customer-service oriented in all situations/personalities
- Pay attention to detail
- Solve problems quickly
- Remain organized/ set priorities
- Follow established procedures on routine work; requiring instructions only on new assignments
- Previous help desk experience is a plus
Responsibilities
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow call center “scripts/troubleshooting guides” when handling different topics
- Identify customers’ needs, clarify information, and providing solutions
- Monitor tickets & workflows and in accordance to team’s SLAs
- Create documentation where documentation is absent
- Administer Active Directory accounts
- Utilize remote user support tools to provide support
Benefits
- robust 401(k) with company match
- mental health resources
- student loan repayment assistance
- adoption reimbursement
- pet insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
