Job Description

CALL CENTER SUPPORT REP

LOCATION: ATLANTA, GA

DURATION: 6+ MONTHS

CLIENT: APS- IT

JOB DESCRIPTION:

Purpose:

The Atlanta Public School System is seeking the services of multiple Call Center Support Reps to provide direct first-line level 1 call center support to APS schools and administrative locations.

SUMMARY:

The Call Center Support Rep will work with a team of other call center support reps, under the general supervision of the Assistant Superintendent of Student Services who is responsible overall for the Call Center operations.

SCOPE OF WORK/KEY RESPONSIBILITIES:

·        Monitor telephone system and take calls from APS schools

·        Log all reported incidents and forward to a Case Investigator when necessary

·        Escalate incidents to Leadership according to established processes and procedures

·        Track and follow-up on calls when necessary

·        Follow established processes and procedures.

·        Maintain exceptional customer service posture at ALL TIMES

·        Record and submit checklists or other documentation as required

SKILLS AND QUALIFICATIONS:

·        3+ years' work experience (minimum) … 5+ years preferred:

·        Strong customer service skills

·        Prior experience with service desk support is preferred

·        Prior experience working as a desk side support analyst is a plus

·        Must have clean criminal record with the ability to pass finger-print background check

·        Must be authorized to work in the Unites States

PERSONAL ATTRIBUTES:

·        Creativity and strong attention to detail

·        Ability to work effectively on tight deadlines, as necessary

·        Excellent command of English language

·        Bi-Lingual – Spanish preferred

·        Oral and written communication skills

·        Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers

·        Positive, productive team player

·        Desire to learn new skills and improve

EDUCATION/TRAINING:

·        3+ years’ experience in Service Desk support. Equivalent combination of education and experience will be considered.

Best Regards,

Jag Pras

5975 Shiloh Road, Suite 114, Alpharetta, GA 30005

678-325-0303 | Fax: 800-268-1754

jag.p@nleague.com | www.nleague.com

Company Description

Nleage Services has been in IT staffing for more than 15 + years.