Technical Support Call Center

Critical Edge - Atlanta, GA 30318

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Opportunity Description

This position is responsible for the daily activities related to Managed Services Support for our physical security customers, this will include responding to technical alerts from automated systems, scheduled technical maintenance and inbound technical calls from end users and/or Field/Support center staff assistance. This position is an entry-level, front line role and is frequently the callers' first contact for support.
The ideal candidate will be looking for a career in the technical side of video surveillance, access control and other forms of physical security. Technical training will be provided on the system/s in question. We have openings for 1st and 2nd shifts and can be flexible around student schedules.

Essential Functions (Duties and Responsibilities)
- Tier I technical support (general trouble shooting).
- Required complete and thorough documentation of all exchanges between the caller and the Call Center
- Follow-up and follow-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution.
- Required to Dispatch vendors based on the issue.
- Required to be aware of and manage the inbound technical queue to ensure that the Call Center is meeting its Service Level Goals.
- Research and bring to the attention of the Analyst and leadership teams problems and or concerns.
- Required to maintain acceptable workloads in all queues to ensure that issues are being resolved as quickly as possible.
- Provide assistance in other areas of the Call Center as required or necessary.

Education & Experience Minimum Requirements
- Associate's degree in computer science or equivalent experience
- 2-3 years of recent experience in a technical support positions (Call Center or customer service experience preferred)

Required Knowledge and Skills
- Excellent written and verbal communications skills
- Sharp troubleshooting and problem-solving abilities: quick, calm, logical and analytical.
- Must adhere to a flexible work schedule to include evenings, weekends and holidays.
- Must be able to listen to internal and external customers and communicate extremely complex and technical information in a clear and concise manner, sometimes to a non-technical audience.
- The ability to successfully communicate ideas and recommendations to all levels within the department, using tact and common courtesy,
- Ability to work well under pressure, stressful situations, daily deadlines, and Call Center goals.
- Able to manage multiple tasks, while holding the quality of service in a high regard.
- Demonstrate positive interpersonal skills.
- Must be self-motivated, and demonstrate a willingness to learn new information.
- Ability to adapt to frequent changes and work in a fast-paced, fluid environment.
Please include the following information:
- Updated resume
- Preferred salary
- Available work hours

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