Job Description

This is Chandru from Maxonic. We are a staffing company based in SF Bay Area. We currently have an immediate requirement with one of our direct client and your resume looks like a good fit for the position.

Please find the job description below and if you are interested in the opportunity, I could give you a call back to discuss the client and hourly pay or you can reach me at 408-400-2305 EXT:2305

JOB TITLE: CONTACT CENTER TECH REP I (18899208)

JOB LOCATION: LAKE MARY, FL

DURATION: 7 MONTHS CONTRACT

JOB DESCRIPTION:

Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).

o Relying on resources as trained (knowledge base, websites, support channels).

• Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:

o Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.

o Admissions: Support includes application, placement test, withdrawal inquiries.

o Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.

o Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquired.

• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.

• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

o Following call flow as trained (designed to assist in asking all required and basic probing questions).

• Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.

• Prepares standard statistical reports, such as help desk incident reports.

• Adherence to schedules (published in the Workforce Management application).

o Reviewing often as trained as schedules change with business needs.

Skills: Position Requirements Include:

• Excellent Customer Service Focus

• Excellent Communication Skills

• Strong Active Listening Skills

• Ability to Build and Foster Customer Rapport • Astute Learner • Competent Trouble-shooting Skills • Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures • Understands Quality and Performance Metrics and Resulting Impact to the Customer • Proficient in Microsoft Operating Systems and Applications, Hardware/Software Support • Previous Help Desk/Call Center Experience Beneficial • Experience at Institutions of Higher Education Beneficial • Learning Management System Experience Beneficial • Comp TIA Certification/s Beneficial

Company Description

Since 2002 Maxonic has been at the forefront of connecting candidate strengths to client challenges. Our award-winning, dedicated team of recruiting professionals are specialized by technology, are great listeners, and will seek to find a position that meets the long term career needs of our candidates. We take pride in the over 5,000 candidates that we have placed, and the repeat business that we earn from our satisfied clients.