Alorica Work from Home (Technical Support) 2021

JOB SUMMARY
Responsible for receiving and processing incoming phone calls for assigned clients and program in accordance with corporate and department policies, procedures, quality standards and applicable laws and regulations.

JOB RESPONSIBILITIES

The Helpdesk Agent’s role is to ensure proper desktops, portables, peripherals (i.e., printers and projectors) and software operation so that end users can accomplish business tasks. You will:

• Field incoming requests from end users via telephone, e-mail or other established support channels
• Document all relevant information including name, organization, contact information, asset details, nature of issue, troubleshooting steps taken and resolution.
• Utilize knowledgebase, FAQs, peers’ and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently.
• Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner.
• Identify and learn appropriate software and hardware used and supported by the organization.

Qualifications

Minimum Education and Experience:

• High School Diploma or GED required
• Customer service experience
• Phone related customer service
• Familiarity with Microsoft Windows, Word, and Excel applications
• May require client specific bilingual language requirement, as necessary