Sr Call Center Analyst/Supervisor
Location
Upper Marlboro, MD | United States
Job description
Business Technology Integrators (BTI) is seeking Service Desk Specialists to join our team for a rewarding and challenging opportunity to provide Tier 1 support for our USDA customers deployed across the nation. The Call Center Specialist will be part of a team to provide centralized service to handle all information technology (IT) related support requests and operational problems from remote USDA users. Our goal is to have a high rate of first call resolution by routing calls to the designated support resources by following an escalation processes of routing tickets to the appropriate support groups when required. We provide standard work week support and seasonal 24/7 support when required. All Call Center Specialist must have the ability to multitask in a fast-paced environment and possess the knowledge and expertise to resolve customer issues efficiently and accurately.
Senior - Call Center Specialist This position requires a strong supervisor with excellent communication skills and experience in managing and supervising a support call center. Must have the ability to acquire new skills to ensure technical competency to assist junior call center specialist with questions such as appropriate ticket routing, knowledge base access and research, operational compliance with data and interoperability standards, as well as applying backup technical solutions for issues that have established resolution methodologies.
Responsibilities:
- Supervise Call Center Operations to include call center staffing, scheduling, and call management.
- Supervise and ensure call center staff answer phones or respond to email and text requests and create incidents using BTI’s systems (Microsoft Dynamics 365)
- Ensure call center staff track support processes through resolution .
- Ensure call center staff provide prompt and courteous customer service.
- Update call center Knowledge Base and records for Call Center users when required.
- Offer first line of support to call center staff and provide information that may be found in a knowledge base and/or manuals required.
- Ensure service requests are properly Identified, escalated (e.g., Tier 2 and Tier 3 escalation), by call center staff.
- Provide overall management of the incident resolution process; ensuring the proper closing of incidents and service requests including those escalated to third parties and assigned IT support groups.
- Ensure appropriate and proper cooperation and support between Call Center staff and interact professionally with other support groups as needed.
- Ensure call center staff follow the knowledge base and priority matrix for issue resolution.
- Support call center staff in analyzing information and assist in evaluating the results to choose the best solution to solve issues.
- Update and resolve technical issues within the policies and standard operating procedures provided.
- Observe, receive, and otherwise obtain information from any relevant source.
- Perform remote diagnostics and troubleshoot client IT related issues as required.
- Assist call center staff in troubleshooting and resolving incidents and problems.
- Respond to general inquiries and non-technical questions.
- Provide business applications and website navigation assistance to call center staff.
- Provide password recovery assistance for Call Center staff and external users as required.
- Prepare and provide call center statistical reports and data as necessary.
Required Skills/Experience:
- Must be a U.S. Citizen and successfully complete a BTI background check.
- Bachelor’s Degree (Preferably in the technology field of study)
- 8 years of Call Center Support experience, preferably in a Help/Service Desk or IT 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
