Ideal Candidate
SUMMARY: The Service Desk Agent manages and executes work orders efficiently by optimizing processes and ensuring the quality and timeliness of deliverables. This role requires maintaining a high level of communication in a fast-paced, high-volume environment. This position receives incoming service and installation requests from Customers and Operations.
Working hours: 7:30 PM-4:00 AM, full remote position.
COMPETENCIES & KEY SKILLS:
1 year + related industry experience preferred
Customer-centric focusing on meeting customer needs and concerns.
The ability to build collaborative relationships by working effectively with internal and external customers by promoting open communication and fostering a positive cooperative environment.
Work both independently and collaboratively within a team environment. Managing tasks autonomously while also contributing effectively to team objectives.
Proactive problem-solving and anticipating challenges customers may face and addressing to prevent escalation.
Ability to adapt to fluctuating priorities and effectively managing unexpected challenges and changes in a work environment.
Ability to assess and interpret information from various sources to make informed decisions and solve challenges effectively.
Proficient in verbal and written communication skills, with the ability to present information clearly, respond professionally to inquiries and interact with managers, employees and customers.
Working knowledge of MS Office, knowledge Alert and ConnectWise preferred
EDUCATION & EXPERIENCE REQUIRED:
High School diploma
At least one year of previous customer service experience required
PHYSICAL DEMANDS:
Requires regular use of hands and fingers to operate a computer keyboard, mouse and other standard office equipment
Ability to listen, comprehend, and respond to spoken communication in both in-person and remote setting (e.g., phone calls, video conferencing).
Ability to view and read information on a computer screen for extended periods, including the capacity to adjust focus as needed to process information effectively.
Working hours: 7:30 PM-4:00 AM, full remote position.
COMPETENCIES & KEY SKILLS:
1 year + related industry experience preferred
Customer-centric focusing on meeting customer needs and concerns.
The ability to build collaborative relationships by working effectively with internal and external customers by promoting open communication and fostering a positive cooperative environment.
Work both independently and collaboratively within a team environment. Managing tasks autonomously while also contributing effectively to team objectives.
Proactive problem-solving and anticipating challenges customers may face and addressing to prevent escalation.
Ability to adapt to fluctuating priorities and effectively managing unexpected challenges and changes in a work environment.
Ability to assess and interpret information from various sources to make informed decisions and solve challenges effectively.
Proficient in verbal and written communication skills, with the ability to present information clearly, respond professionally to inquiries and interact with managers, employees and customers.
Working knowledge of MS Office, knowledge Alert and ConnectWise preferred
EDUCATION & EXPERIENCE REQUIRED:
High School diploma
At least one year of previous customer service experience required
PHYSICAL DEMANDS:
Requires regular use of hands and fingers to operate a computer keyboard, mouse and other standard office equipment
Ability to listen, comprehend, and respond to spoken communication in both in-person and remote setting (e.g., phone calls, video conferencing).
Ability to view and read information on a computer screen for extended periods, including the capacity to adjust focus as needed to process information effectively.
Job Description
PRIMARY DUTIES & RESPONSIBILITIES include:
Planning and Scheduling:
Receive work requests from customers and schedule work orders via company-issued toolsets and systems.
Review work orders and ensure all necessary information is available to successfully complete the requested work.
Plan and schedule work orders based on priority and resource availability.
Properly communicate all necessary information to resources to successfully complete each work order.
Monitoring Progress and Documentation Tracking:
Maintain work order status throughout the lifecycle process including dispatching, onsite verifications, status updates, and close-out activities.
Document all work order related information in ticketing software to include progress notes, arrival time, departure time and issues that arise with installation.
Maintain work order schedules and escalate any schedule deviations to the appropriate customer, resource, and/or project team.
Monitoring resources arrival onsite within the specified timeframes.
Communicate with technicians and/or sites prior to the install date to verify that the technicians, contractors, and/or sites are aware of their assignments.
Communicate proactively with customers to provide status updates, requested deliverables, and confirmation of successful completion of each work order.
Document and communicate with the appropriate team regarding resource performance and issues.
Adherence to SLAs and Performance Metrics:
Ensure compliance with Service Level Agreements (SLAs) and accountability to Key Performance Indicators (KPIs).
Quality and Compliance:
Ensure compliance with quality standards and operational procedures.
Conduct thorough review of work orders to verify accuracy and adherence to guidelines.
Improve customer satisfaction/NPS scores.
Ensure that corporate policies and procedures are understood and followed.
Attend and contribute to weekly operations meetings.
Planning and Scheduling:
Receive work requests from customers and schedule work orders via company-issued toolsets and systems.
Review work orders and ensure all necessary information is available to successfully complete the requested work.
Plan and schedule work orders based on priority and resource availability.
Properly communicate all necessary information to resources to successfully complete each work order.
Monitoring Progress and Documentation Tracking:
Maintain work order status throughout the lifecycle process including dispatching, onsite verifications, status updates, and close-out activities.
Document all work order related information in ticketing software to include progress notes, arrival time, departure time and issues that arise with installation.
Maintain work order schedules and escalate any schedule deviations to the appropriate customer, resource, and/or project team.
Monitoring resources arrival onsite within the specified timeframes.
Communicate with technicians and/or sites prior to the install date to verify that the technicians, contractors, and/or sites are aware of their assignments.
Communicate proactively with customers to provide status updates, requested deliverables, and confirmation of successful completion of each work order.
Document and communicate with the appropriate team regarding resource performance and issues.
Adherence to SLAs and Performance Metrics:
Ensure compliance with Service Level Agreements (SLAs) and accountability to Key Performance Indicators (KPIs).
Quality and Compliance:
Ensure compliance with quality standards and operational procedures.
Conduct thorough review of work orders to verify accuracy and adherence to guidelines.
Improve customer satisfaction/NPS scores.
Ensure that corporate policies and procedures are understood and followed.
Attend and contribute to weekly operations meetings.
Company Description
Be more than just an employee! Join New Era’s growing team and experience a corporate culture that promotes personal and professional development. We are looking for team members to contribute to and deliver our mission to “securely connect people, places, and information in a rapidly changing digital world.” Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications.
New Era Technology is a global IT integrator with 2,500+ employees delivering Collaboration, Cloud, Data Networking, Security, Large Venue, and Corporate AV and Managed Service Solutions to more than 7,500 customers.
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