Prior experience in voice-based (International Voice Support) Service Desk support.
Comfortable working in a voice/call support environment.
Hands-on experience with ticketing tools, preferably ServiceNow.
Working knowledge of Active Directory and RSA Token.
Experience troubleshooting VPN, Citrix, and VDI-related issues.
Basic knowledge of Microsoft Office applications.
Good verbal and written communication skills.
Roles & Responsibilities
Maintain high login availability and productivity to support customer requirements.
Resolve incidents and service requests within defined SLAs.
Handle inbound calls, which constitute approximately 90% of daily activities.
Ensure compliance with quality standards, voice and accent requirements, technical monitoring, regulatory guidelines, and company policies.
Respond to user queries via phone, email, instant messaging, and ticketing systems.
Assign incidents and work orders to appropriate support teams and ensure timely follow-up until closure.
Diagnose and resolve technical issues through user interaction, log analysis, research, and troubleshooting.
Provide Level 1 remote desktop support by following established SOPs.
Deliver an excellent customer experience by achieving First Call Resolution (FCR), maintaining low Average Handling Time (AHT), and minimizing ticket reopen or rejection rates.
Maintain accurate work logs and adhere to escalation procedures and process guidelines.
Applicant Notices & Disclaimers
For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $19.00/hr - $20.00/hr.
