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Position Applying For:Transportation Call Center Contact Agent

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  • Transportation Call Center Contact Agent  | USA-GA-Atlanta  |  | 14-APR-21 
    Scope of Work/Key Responsibilities:
    
·         Monitor answer telephone system and take calls from Parents, Schools, Citizens
    
·         Make return calls to Parents, Schools and Citizens.
    
·         Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact
    
·         Escalate incidents as dictated.
    
·         Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
    
·         Remotely connect to user computers and assist with resolving issues as necessary.
    
·         Perform proactive support activities including but not limited to:Provide support for APS IT projects (as needed).
    
o    Installing and setting up Air Watch on mobile devices
    
o    Ensuring that antivirus software installed on all machines and scans are completed routinely.
    
o    Update user and asset information in database (as necessary)
    
·         Follow established processes and procedures. Report to IT any suggestions that will improve process or make
    
·         support easier or more efficient.
    
·         Maintain exceptional customer service posture at ALL TIMES.
    
·         Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes.
    
·         Record and submit checklists or other documentation as may be required

    Qualifications

    Skills and Qualifications:
    
3+ years' work experience (minimum) … 5+ years preferred:
    
·         Strong customer service skills and phone etiquette
    
·         Maintain confidentiality
    
·         Prior experience with data entry on databases important
    
·         Prior experience in a call center preferred.
    

    
Education/Training:
    
·         Minimum of Associate degree (preferred)
    
·         3+ years’ experience in customer service telephone call center. Equivalent combination of education and experience will be considered.