Careers
IT Remote Specialist I
Posting Date: Aug 21, 2020
Location: Houston, TX, US
Company: Call Centers of America
Req ID: 19470
Additional Work Locations:
Location: Houston, TX, US
Company: Call Centers of America
Req ID: 19470
Additional Work Locations:
We’re excited you’ve considered to work with Call Centers of Amercia. We are committed to making you reach your true potential in various areas like in dealing with customer service and product support. We love to see you grow in your profession and make decisions to own your career. Learn more with world-class training. Earn more with one of the highest compensation offerers in the industry. And care more in an environment that considers you family and pays forward to the community. A door to countless opportunities is waiting to be opened. Start today!
Summary
Offers end users second-tier support for either computer, hardware, server or mainframe applications. Resolving unsolved issues by the first-tier of Service Desk support. Can engage with software systems engineering, application development, and network services to make the service up and running or identify and resolve the main problem. Simulates or remakes user issues to handle and fix difficulties in the operation. Suggests system revamping to eliminate or reduce end user issues. Raises harder and more complex problems to the higher management.
Responsibilities
- Illustrates dedication to providing excellent customer service.
- Prioritizes customer concerns by anticipating, meeting and surpassing expectations by understanding issues and solving them quickly and efficiently.
- Creates notes and updates on the status of the Alerts, Incidents, and Requests to make the communication between the agents and higher support working in the Call Center of America smooth.
- Makes sure that all activities made by the support team are regularly monitored, placed in the system, resolved, and updated in a prompt manner.
- Uses Remote Connectivity Application to assist users.
- Answers incoming IT-related calls in a prompt manner, tackles issues experienced with users, assesses and prioritizes Incidents.
- Determines,researches, separate and solves IT Incidents and Service Requests.
- Transfers calls to the right technical, service or professional personnel for better assistance in repair, customer service, and follow ups.
- Utilizes call tracking system.
- Provide an end user training when needed and stated.
- Replaces inefficient and develops new procedures, processes, and documentation. Maintains old but effective ones.
- Actively participates when the team brainstorms for new ideas and exchanges information.
- Asks necessary questions and urges team members to provide input.
- Gives the managers.
- Comes up with innovative ways on how to reduce company expenses by streamlining systems and processes (for example, modifying the set of tasks and responsibilities handled by a personnel, eliminating extra procedures that are unnecessary, or doing the reengineering of systems and processes if possible instead of hiring new ones for the work).
- Makes sure that the work instructions and processes are effective and non-repetitive.
- Suggests creative ideas for advancement. Researches the best procedures and practices today and implements them.
- Asks the assigned manager’s assistance when dealing with complex or rare situations.
- Creates new measurement systems when possible and necessary.
- Trades knowledge and data with other iQor offices to guarantee that the best methods are known all throughout the organization.
- Strictly adheres to every center’s procedures and policies (i.e. Quality, Health, and Security).
- Upholds privacy and confidentiality in all zones relating to company information and personal data, whether inside iQor or client specific.
- Explains a series of instructions in written, verbal, schedule, or diagram form.
- Upholds privacy and confidentiality in all zones relating to the IT systems.
- Learn to love the strategic direction of the IT department and the business itself.
- Carry out other tasks as assigned.
Requirements
- 3 or more years of work-related experience required, preferably in IT or Customer Service.
- Bi-Lingual preferred.
Education Requirement
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
Physical Requirements
In order to effectively perform the basic responsibilities of this position, the interested applicant should meet all the necessary physical requirements enlisted here. At times, the person is required to sit and remain to do so for extended periods of time. On top of that, he/she will need to use a computer and other office tools for production in long periods. Furthermore, he/she should possess a sharp visual acuity to be fit to perform tasks like preparing and interpreting data and/or reports, checking a computer terminal, transcribing, and/or heavy reading. The person should be able to walk, stand, and go around, at times. Occasionally, they would also need to bend, kneel, twist, and reach for a while. Occasionally bend, reach, kneel, and/or twist for minimal periods of time.