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Agent Level 1

Mason, OH
Position Role/Tile: Agent Level 1
Location: Mason, OH​​​​.


Agent Level 1 Job Description

Summary of Tasks
• Accept inbound requests via phone, chat, email and ticket queues
• Record and process incidents and service requests according to process specifications
• Communicate with users to understand issues and provide known solutions
• Document and resolve incidents according to process specifications
• Forward incidents which cannot be resolved to downstream support groups according to process specifications
• Initiate escalations according to process specifications
• Work collaboratively supporting team via Skype/Lync
• Assist with training and supporting fellow agents
• Average expected time on task between 4 to 12 minutes
• Expected resolution rate between % - 90%

Summary of Qualifications
Experience & Skills:
• Associates degree or equivalent work experience in IT related field preferred
• Experience in customer service ideally gained in a customer facing environment
• English proficiency in both verbal & written form
• Must be culturally sensitive; appreciate cultural differences
• A+, Network +, HDI and/or Microsoft certifications preferred
• ITIL v3 a plus

Knowledge of computer technology:
• Windows Client
• Microsoft Outlook
• Microsoft Office (Word, Excel, PowerPoint)
• Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
• PC hardware and mobile devices
• Network (TCP/IP)
• Basic knowledge of the Windows Active Directory and domain concept

Soft Skills Profile:
• Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
• Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn
• Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management
• Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
Ability to work well under pressure, set priorities and comfortable making quick decisions

Central Business Solutions, Inc,
37600 Central Ct.
Suite #214
Newark, CA 94560.
Central Business Solutions, Inc(A Certified Minority Owned Organization)
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Central Business Solutions, Inc
37600 Central Court Suite 214 Newark CA, 94560
Phone: (833)247-8800 Fax: (510)-740-3677

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