The Service Center Agent supports the day-to-day operations, systems and processes related to all Tier 1 support activities globally. This position promotes teamwork and Service Center success by applying outstanding interpersonal, communication and customer service skills.<br> <br>Essential duties and responsibilities include the following. Other duties may be assigned.<br>1. Responsible for answering inbound communications via phone and email, with the possibility of chat and social media, and responding to multi-channel requests/inquiries as prescribed by Service Level Agreements (SLAs) with a high degree of professionalism. <br>2. Daily contact with agencies and consultants, travel industry suppliers, and their respective luxury clientele.<br>3. Execute Tier 1 troubleshooting steps to provide first call resolution when possible.<br>4. Escalate complicated issues to Tier 2 groups as appropriate and monitor their resolutions.<br>5. Work request queue cases in a timely, efficient, and thorough manner ensuring complete documentation of troubleshooting, reproduction steps, plus any measures taken toward resolution.<br>6. Support and educate Virtuoso network in the use of all Virtuoso sales tools, processes, and programs by assisting with general questions related to Virtuoso technology, products, events, and services.<br>7. Contribute to Virtuoso’s knowledge base by documenting processes and drafting “How-To” instructions and FAQs for various recurring tasks. <br>8. Support Virtuoso in promotional campaigns and marketing by executing outbound call campaigns as assigned.<br> <br>Educational and Skills Requirements:<br>• High School diploma<br>• 2-4 years of experience in Service Center environment<br>• 2-4 years of experience in customer service<br>• Excellent verbal and written communications skills in English required<br>• Excellent verbal and written communications skills in Spanish preferred<br>• Experience in travel or hospitality industries highly preferred<br>• Ability to identify solutions based on established processes and procedures <br>• Excellent verbal and written communication skills are required<br>• Proficiency with Microsoft Office, Outlook, CRM, and ticketing/tracking systems required<br>• Organized with the ability to multitask, prioritize, and problem solve required; operational administrative experience a plus<br>• Able to collect and analyze complex information, problem solve, and make decisions <br>• Strong skills in inspiring the win-win-win <br> <br>Travel Requirements:<br>• Travel is rarely required for this position (0-1 trips per year).<br>• Any travel will be entirely domestic.<br> <br>Type/Nature of Contacts:<br>• Internal: Key job contacts are primarily with clerical and technical personnel and managers outside of the job’s immediate work unit/department.<br>• External: Daily contact with vendors, partners, and members (agency owners & advisors).
<p>We are looking for a skilled Site Support Technician to join our team in Coppell, Texas. In this long-term contract role, you will play a vital part in ensuring the smooth operation of a franchisee training facility. This position involves providing technical support for audiovisual setups, assisting remote users with connectivity issues, and handling various IT support tasks.</p><p><br></p><p><strong>Title: Site Support Technician </strong></p><p><strong>Location: Coppell, Tx </strong></p><p><strong>Pay: $30-35 per hour </strong></p><p><strong>Duration: 12 Month Contract </strong></p><p><br></p><p>Responsibilities:</p><p>• Provide hands-on support for audiovisual equipment, including projectors and other presentation tools.</p><p>• Assist remote users in resolving connectivity challenges to ensure seamless access to resources.</p><p>• Manage and resolve IT support tickets related to a variety of hardware and software issues.</p><p>• Perform basic network troubleshooting to identify and resolve connectivity problems.</p><p>• Handle Active Directory tasks such as password resets and user account management.</p><p>• Troubleshoot and resolve hardware issues on-site to maintain equipment functionality.</p><p>• Collaborate with team members to deliver effective solutions for technical challenges.</p><p>• Maintain a high level of customer service while addressing technical concerns promptly.</p><p>• Ensure proper documentation of support activities and resolutions for future reference.</p>
