Information Technology Support Specialist

A large financial services company seeks a candidate with strong IT Service Desk expertise to support their operations.Rate/Salary: $20/h - $21/hLocation: Columbus, OHContract: 6 months (possible perm/extension)The Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Chat Agent is focused on achieving high levels of first call resolution and identifying opportunities to streamline/automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service. Expectation of RoleCustomer Service Skills:Demonstrate active listening in order to gain an accurate understanding of the situationBeing empathetic to the customer's situation while also showcasing advocacy and ownership of seeking resolutionAcknowledging the sense of urgency for resolving the issueCreate a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understandingCommunicate effectively:Producing accurate detailed documentation consumable by end users, level two support, and problem managementMaintain professionalism and netiquette to ensure messages are received as intendedRespond timely via the chat platform to prevent delay or frustrationClearly document actions taken in ticketing record for tracking and data analyticsTechnical Proficiency:Leverage the chat tooling and ticketing platform effectivelyProvide high quality end-user technical support, related to enterprise software and hardwareAbility to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and/or infrastructure componentsCulture Carrier:Demonstrate the ability to collaborate with othersDisplay a safe and positive attitudeAdhere to policies and procedures and act in the best interest of the overall firmQualifications:Excellent customer service skills requiredExcellent communication skills requiredProblem solving skillsSelf MotivatedTwo to five years of chat experienceTwo to five years of proven, qualified related work experience in a comparable complex and fast paced work environmentPreferred work experience in technical support role but not requiredRequired Education:High school diploma or GED with relevant work experience

Created: 2025-01-31