training period, agents will work 9:00am - 5:30pm.
they will be assigned a mid-shift schedule which could be 10a-6:30p, 11a-7:30p,
12p-8:30p or another time slot that falls within a similar hours range.
Once an agent has
been cross trained we will include them in the regular pool of hours and they
are scheduled based on shift availability/performance/seniority. They
will most likely not work the same scheduled hrs. each day.
usually posted one week in advance and are released on Monday of the preceding
week - If there are any scheduling restrictions, we need to know those ahead of
time before we meet with them.
Associate will be
placed in a weekend rotation that could potentially include both Saturday and
Sunday on a rotating basis.
to work both Saturday and Sunday consistently is available if preferred.
Responsible for providing
technical support in a timely, consistent, and courteous manner to all
Resolution Center customers in the operation of their computer systems for
approved applications. Provide assistance in resolving most problems of
hardware and supported applications, and explaining these resolutions in a
clear, concise manner.
Major Duties and
providing technical support in a timely, consistent and courteous manner to all
Support Center customers in the operation of supported systems for approved
diagnosing/resolving problems through both questioning techniques and through
the use of remote diagnostics."
Assists by giving
correct resolutions in a clear, concise and courteous manner.
messages from system software or application programs; initiates required
service calls and follows through to completion with both service contractor
and Support Center Customer.
of unresolved calls to second level support (both internal and external) and
follows through to completion
proofing documentation/procedures relating to supported systems.
Responsible for coordinating the installation of new software releases from the
Beta Test phase
procedures for Support Center
communication relating to associates: questions/problems into call tracking.
testing of procedures prior to implementation.
diskettes for tax changes, bank account updates and defective diskettes
training users in the operation of the supported systems
work varied schedules, including evenings and weekends and to carry emergency
paging devises as scheduled.
& oral communication skills
resolution - Able to troubleshot computer software/hardware issues over the
organizational skills with a strong attention to detail
and software knowledge