Today
Public Trust
Unspecified
Unspecified
IT - Hardware
NJ (On-Site/Office)
Service Desk Agent / Customer Service Call Center (Telecom/ Network Voip).
Location: Cary, NC or Basking Ridge, NJ Only
Work Model: Hybrid 8 days a month, usually Tuesday and Wednesday's
Note: Must be able to pass Public Trust Clearance. Authorized and willing to work on W2. Can't do C2C or Corp to Corp
Years of Experience: 7-10 years
The role involves handling a variety of issues, from network circuits to VoIP and analog phone problems.
A background in telecommunications would be beneficial but is not mandatory
The primary function of this role is to act as a first point of contact for public sector customers.
Fielding incoming calls and live chats.
* Opening and directing trouble tickets to the appropriate workgroups.
* Driving escalations with internal and external teams.
* Following up with customers on resolutions and obtaining feedback for ticket closure.
* Maintaining accurate and timely updates within the ticketing system and to the customer.
Exceptional customer service skills: The ability to communicate accurately, timely, and honestly.
The ability to handle difficult conversations with customers calmly and honestly.
* Strong keyboarding skills: Proficiency in grammar, spelling, and punctuation is crucial.
* Quick learner: The candidate must be able to understand, retain, and apply new information effectively.
Shifts: This is a 24/7/365 operation with three shifts:
o Day Shift: 7:30 AM - 3:30 PM
o Swing Shift: 3:30 PM - 12:00 AM
o Midnight Shift: 12:00 AM - 8:00 AM
• New hires will start on the day shift for training purposes and may be moved to other shifts in the future.
Location: Cary, NC or Basking Ridge, NJ Only
Work Model: Hybrid 8 days a month, usually Tuesday and Wednesday's
Note: Must be able to pass Public Trust Clearance. Authorized and willing to work on W2. Can't do C2C or Corp to Corp
Years of Experience: 7-10 years
The role involves handling a variety of issues, from network circuits to VoIP and analog phone problems.
A background in telecommunications would be beneficial but is not mandatory
The primary function of this role is to act as a first point of contact for public sector customers.
Fielding incoming calls and live chats.
* Opening and directing trouble tickets to the appropriate workgroups.
* Driving escalations with internal and external teams.
* Following up with customers on resolutions and obtaining feedback for ticket closure.
* Maintaining accurate and timely updates within the ticketing system and to the customer.
Exceptional customer service skills: The ability to communicate accurately, timely, and honestly.
The ability to handle difficult conversations with customers calmly and honestly.
* Strong keyboarding skills: Proficiency in grammar, spelling, and punctuation is crucial.
* Quick learner: The candidate must be able to understand, retain, and apply new information effectively.
Shifts: This is a 24/7/365 operation with three shifts:
o Day Shift: 7:30 AM - 3:30 PM
o Swing Shift: 3:30 PM - 12:00 AM
o Midnight Shift: 12:00 AM - 8:00 AM
• New hires will start on the day shift for training purposes and may be moved to other shifts in the future.
group id: indony
