Title: Customer Service Hotline Representative

Location: Pompano, FL

Duration: 6 Months

Job Description:

Position Summary:

• First line of customer support for IT Technicians and internal Turnpike Customers.
• Responsible for responding to inquiries and providing information to customers calling, or emailing the Information Technology Office for support, information, IT equipment, or needing any IT-related assistance.
• Greet and address in-person (walk-up) customers that may need on-the-spot support or troubleshooting, or guidance to resolve an IT-related issue.
• Record all customer contact information, issues, and/or requests in service desk tracking systems, evaluate situations, and determines appropriate routing, response, and/or escalation of customer's requests or issues.
• Tracks problems escalated for a resolution to ensure our customers receive a timely response.
• Follows documented procedures and checklists and offers suggestions on process improvements. Supports AV & IT Service Technicians, by discovery and attempt at first-call resolution, but if unable to resolve, create and assign tickets for technical support and meeting support Tier 2 and higher.

Duties and Responsibilities

• Responding to inquiries and providing information to customers
• Responsible for access control and security administration (password, troubleshooting, and resets included)
• Install, configure, and update software
• Assist with the monitoring and tracking of inventory for the Information Technology Cost Center
• Create and assign tickets in the Ticketing Systems for various customer inquiries, issues, audiovisual meetings, and Technician Support
• Coordinate, schedule, and document audio-visual meetings
• Responsible for updating the after-hour Technician assignments in the auto-attendant system
• Participate in team projects and assignments
• Attend and participates in Client Staff Meetings, Service Team Meetings, and other meetings as directed
• Responsible for reading, adhering to, and enforcing the Department's Procedures and Policies
• Responsible for documenting solutions to Technology or Customer Service Issues
• Responsible for checklists and process flows for all Concierge- related work
• Perform other related duties as assigned

Knowledge, Skills, and Abilities:

• Exceptional Verbal & Written Skills
• Problem Solver
• Team Oriented
• Works well under pressure
• Customer-centric
• Self-Motivated
• Detail & Quality Focused
• Positive and Outgoing
• Organizational Skills
• A+ Training preferred
• Great Time Management
• A+ Certification a plus

DIMENSIONS

Education:

Associate Degree or Technical Certificate in Computer Science, Information Systems, or related fields, or the equivalent work experience

Experience:

• 5 years of customer-facing experience in a fast-paced and/or enterprise environment
• 1 year of IT-related experience or exposure Complexity:
• Can work independently as well as on a dynamic and diverse team
• Able to lift up to 25 pounds 10% Travel