NOC Level 1


Salary:

$17.00 to $19.00 per hour

Location:

Lakeland, FL

Date Posted:

May 29, 2019

Employment Type:

Contract to Full Time

Job Reference:

01070-9501941572

Staffing Area:

Technology & IT


Description
Maintain a customer first attitude to ensure customer satisfaction
Respond to inquiries from Field Technicians, Tier 1 agents, and clients.
Work with resources to resolve any issues Tier 1 or business to business clients may encounter.
Identify and escalate any issues with products or services that impact customer acceptance, satisfaction or retention.
Adhere to defined quality guidelines for customer communication.
Maintain familiarity with all products and services offered and clients supported.
Demonstrate an understanding of effective troubleshooting skills and the ability to use them.
Meet assigned goals for calls answered, call length, call quality, resolution time, service level agreements, and utilization.
Review processes and recommend changes to improve the overall effectiveness/efficiencies. Maintain departmental knowledge resources.
Assist with upkeep on training materials and process information for both the Helpdesk and the NOC.
Motivate others and lead by example in a team environment.
Coach, share information, and provide feedback on a consistent basis.
Help team members develop an understanding of competitor products, describe key differentiators, and keep apprised of market trends.
Take the lead on special projects and perform additional duties as needed.
Requirements
?Customer First? service-oriented approach
Ability to work under aggressive deadlines and shift priorities as required to meet business requirements and deadlines
High-level communication skills: professional communication, demeanor, and appearance
Time management and multitasking abilities
Reliable and responsible team player
Extensive leadership, tasking, and delegation skills
Ability to communicate effectively both verbally and written
Strong analytical and problem-solving skills
Adaptable and participative in positive, continual changes in process or procedures
Understanding of network standards, such as TCP/IP
Strong knowledge of routers, switches, hubs, wireless, fiber optics and other technical components used in networks
Proven ability to troubleshoot connectivity issues on a data network
Knowledge of service infrastructure and cloud services
Proficiency with Microsoft Windows (7, 8 or 10) Macintosh, Adobe, PC hardware and Microsoft Office 365 applications
Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

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