Support Center Agent - Tier One Alpine Access
THIS JOB HAS EXPIRED Requirements:
Prior Help Desk position is highly preferred.
Recommendation from your current program included with your resume.
Proven troubleshooting skills
Proven Customer Satisfaction skills
Demonstrated Teamwork skills
Must be able to commit to at least one of the shifts listed below.
General Purpose of the Position:
To provide on-line telephone support to Alpine Access CCPs. Provide support to agents in a Windows XP/Vista/Windows 7 environment. Support includes but is not limited to Alpine and client applications such as Citrix and Avaya Softphone, and limited PC and home network support.
Provide phone and chat technical support to CCPs
Escalate calls via appropriate escalation process
Clearly and accurately document customer calls in call tracking database
Ensure documentation process followed
Strive to improve customer service and call handling skills
Remain flexible to accept changes in job duties, expectations, policies, and procedures
Achieve and maintain a complete knowledge of all department and company policies and procedures
Ability to explain technical concepts to a non-technical audience
Ability to multi-task without losing customer-focus
Excellent communication skills along with professional written and verbal skills
Ability to work independently
Must be detail oriented and well organized
Customer Service Experience with Alpine Access
Ability to express empathy and calm the nerves of callers who are frustrated
Ability to successfully multi-task
Excellent computer skills (work with 7-10 browser windows at any given time)
Possess Good Work Ethics, and Professionalism
High School Diploma or Equivalent
Experience setting up home network environment, router, firewall settings and limitations.
Experience troubleshooting PC hardware related issues.
Experience trouble shooting Windows XP/Vista/Windows 7.
Preferred experience with Malware and Virus clean up.
Experience with Virtualization Software, VMWare, Virtual Box and MicroSoft Virtual PC
Preferred experience with Remote Control Software, VNC and Log Me In
Home Office System Requirements:
Must meet Alpine Access Home Office Essentials
Shift windows are a window of time each day that you are available to work.
--THIS POSITION WILL REQUIRE SATURDAY OR SUNDAY AVAILABILITY--
When you are offered a position, this window is discussed with you. It will include at least one weekend day a week. This window of time is the hours during the work day you?re available to be scheduled for taking calls.
You will not be expected to work the full window of time every day; it will be a chunk of hours during that window, where you are available, and expected to work if scheduled.
If you are hired to a part-time window, you can be scheduled from 20-32 hours each week. This window of time you?re available does not change from week to week. However, your shift within that window can change from week to week.
||1120 Lincoln Street |
Denver, CO 80203
THIS JOB HAS EXPIRED