Call Center Specialist - Mid Level
Location
Upper Marlboro, MD | United States
Job description
Mid-Level - Call Center Specialist
Business Technology Integrators (BTI) is seeking a Mid-Level Call Center Specialist with strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to assist with mid-level technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.
Responsibilities:
- Answer phones or respond to email and text requests and create incidents using BTI’s systems (Microsoft Dynamics 365).
- Ensure call center tickets are processed through resolution.
- Provide prompt and courteous customer service.
- Update customer profile records, user site information as required.
- Offer customers a first line of support and provide information that may be found in a knowledge base and/or manuals.
- Identify, escalate (e.g., Tier 2 and Tier 3 escalation), and manage incident resolution; close incidents and service requests including those escalated to third parties and the IT support groups.
- Cooperate and support colleagues and interact with other support groups as needed and professionally.
- Follow the knowledge base and priority matrix for issue resolution.
- Analyze information and evaluate results to choose the best solution to solve issues.
- Resolve technical issues within the policies and standard operating procedures provided.
- Observe, receive, and otherwise obtain information from any relevant source.
- Assist in troubleshooting and routing the customer issue until the incident or problem is resolved.
- Respond to general inquiries and non-technical questions.
- Provide business applications and website navigation assistance.
- Provide password recovery for external users as required.
Required Skills/Experience:
- Must be a U.S. Citizen and successfully complete a BTI background check.
- High School Diploma or GED.
- 3 year of IT Support experience, preferably in a Help/Service Desk or Call Center environment.
- Experience in using Call Center Automated Technologies such as, Microsoft Dynamics 365, ServiceNow, Remedy or equivalent ITSM.
- Experience supporting remote customers with IT related technical issues.
- Experience in understanding basic IT related terminologies and functions.
- Experience in using cloud-based support platforms.
- Experience in using Windows operating systems, Microsoft Office Suite, Adobe, Reader, Adobe Creative Cloud Suite, Microsoft Edge, or Google Chrome.
- Able to work in an environment that is open 7 days a week, 24 hours a day, including weekends and holidays when required.
Preferred Skills/Experience:
- Familiarization with Microsoft Dynamics 365
- Other relevant technical certifications (e.g., Microsoft, CompTIA, etc.).
- Experience supporting federal agencies within a help desk environment.
Job tags
Salary
