Company Name:
ACT Consulting
Helpdesk Level I, 100% Phone Support

The Support Center (SC) is the IT Service Desk for major health insurance company. We support more than 100,000 customers domestically and internationally and operate 24x7x365. We are open for all holidays and take about 140,000 calls per month. We offer first level technical support for; 4,000 plus systems and applications, servers, desktop, telephone, and network issues. We also offer support for telecommuter issues, and voice (telephone, voicemail) issues.

Positions in this function provide local technical support to companies computer user community. Includes installations, upgrades, computing problem resolution, and diagnosis of issue severity, recovery and project implementation.
The SC's mission is to be the single point of contact for companies businesses by providing high quality, innovative and cost effective technical support.
Primary Responsibilities:
? Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal.
? Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.
? Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone.
? Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool.
? Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time.
? Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems.
? Escalate high priority, high impact issues to the SCT internal support teams.
? Use an issue knowledge base to effectively resolve and assign issues to the appropriate support group.
? Use remote control tools to assist customers when needed.
? Provide feedback on technical documentation for publication in Knowledge Base.
? Work in a high volume call center environment that operates 24x7x365.

? 6+ months of experience working in a technical helpdesk or call center in which issues were handled primarily 100% by phone and performance was measured through metrics. (i.e. FCR, Adherence, CHT, Quality)
? Must be able to type 40+ wpm and transcribe customer requests and issues during the phone conversation
? 6+ months of experience with resetting passwords and verifying permissions
? Must be willing and able to work any day shift Monday-Friday with starting times from 7:00 am to 11:00 am
? High School Diploma/GED
? Experience using an incident or call tracking system
? Experience working with a knowledge base or knowledge tool
? Experience using and supporting IP phone systems
? Experience troubleshooting VPN/LAN/WAN issues by phone
? Knowledge and experience supporting Microsoft Windows XP and/or Windows 7 over the phone
? Experience with Microsoft Office Suite (including Outlook) and Blackberry
? Technical Degree or Associate's Degree in related field preferred

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