Job Details: Call Center Agent - Technical Support # 74320
| Job Title: | Call Center Agent - Technical Support # 74320 |
| Job ID: | 74320 |
| Company: | Siemens Government Services |
| Position Type: | Permanent |
| Pay Rate: | Based upon experience |
| Skills: | technical support, troubleshooting, customer service |
| Date Posted: | Sep-19-08 |
Siemens Government Services is seeking a highly energetic individual. SGS is a dynamic and rapidly growing organization. We are seeking a self-driven individual to complement our growing team.
Responsibilities include:
• Perform technical support for Airport Security Equipment (ASE) and computer equipment maintenance via telephone, written correspondence and electronic media delivering a high level of resolution on first customer contact.
• Provide service and support for medium to complex airport screening equipment under general supervision. Communicate with customers who possess a wide range of skill levels. At a peer level, works with team senior Call Center Agent (CCA) to orchestrate and communicate issues appropriately. CCA's also provide service and support for identity management computer hardware and software.
• As the first point of contact for the customer, this role requires a general understanding of ASE and computers, trouble ticket requirements, troubleshooting and customer handling techniques to resolve at least 10% of initial calls on-line, without having to dispatch a Field Service Technician. Initial fault isolation and resolution for ASE related requests and problems.
• Provide support, service and assistance for client issues including:
• Functionality support
• Fault isolation and resolution
• Technical support
• Work status update
• Accept, validate and log calls from authorized clients.
• Fully document all calls, including all resolution steps.
• Set expectations by notifying call originator of call status, including general updates, action plan, next steps and call closure.
• Track calls to ensure that responses are timely and escalated in accordance with established escalation procedures.
• Follow documented support procedures at all times.
• Identify fixes and follow the KPI process to support the company's Quality Program.
• Airport Security Equipment experience is a plus.
Requirements include:
• Minimum 2 years related work experience in a technical support or call center support environment.
• Minimum 2 years of college, prefer Associates degree; equivalent work experience or related training.
• Desktop Applications experience including Office 2000, Outlook 2000 and Office XP.
• Ability to navigate PC based products including Internet Explorer and WWW understanding.
• Candidate must be US citizen and will be subject to a government security investigation to meet eligibility requirements for access to classified information.
** Must be able to work shift of 12:00 am (midnight) to 9:00 am Sunday through Thursday.
| Location: [rss] | US-TX-Richardson |
| Telecommute: | No (Onsite Position) |
| Contact Name: | Mark LaMaster |
| Contact Phone: | 866-640-2226 |
| Contact Email: | Recruiting_Siemens@rightthinginc.com |
| URL: | http://https://careers.peopleclick.com/careerscp/client_siemens/external/gateway.do?functionName=viewFromLink&jobPostId=270849&l |
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Contact Comments:
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To Apply to this position, use the following link: https://careers.peopleclick.com/careerscp/client_siemens/external/gateway.do?functionName=viewFromLink&jobPostId=270849&localeCode=en-us |
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Principals only. Recruiters, please do not contact this job poster.
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