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TSC Representative

Company: Kforce Technology Staffing
Location: Saint Petersburg
Posted on: November 20, 2019

Job Description:

RESPONSIBILITIES:Kforce has a client seeking a TSC Representative in Saint Petersburg, Florida (FL).Job Summary: With the goal of providing superior service and first contact resolution, the TSC Representative delivers front line technical support to customers via multiple communication channels in a customer contact center environment. The Representative uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones. Job Duties:* Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area * Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership* Utilizes knowledge management tools to help resolve client issues* Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements * Assists customers in performing basic software installations* Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems* Escalates trends and outages as needed to leadership and for Service News postings * Manages time in customer contact center setting and documents time via activity codes* Utilizes required activity codes to provide awareness of non-phone related activitiesREQUIREMENTS:* Minimum of a High School Diploma or equivalent; Associates/Bachelor's degree is preferred* At least 3 years of recent call center experience * Must have recent service desk/helpdesk experience* Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software* Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products* Exceptional customer service skills; Ability to strive for first call resolution* Clear and professional written and oral communication skills; Ability to take a call, troubleshoot, and create a helpdesk ticket; Must be able to provide clear and detailed notes on each ticket* Ability to communicate and adapt to various personality types; Ability to not take a customer's frustration personally * Team player; Ability to collaborate with others; Not afraid to ask questions, communicate any issues, or contribute ideas/strategize with team members and TSC management * Willingness to learn * Ability to exude professionalism at all times (on the phone and in-person)* Exceptional attendance and reliability; Attendance policy of the TSC (for both contractors at full-time associates) is they cannot exceed more than 3 unexcused absences and/or tardies within a 30 day period* Available to work non-standard shifts including nights, weekends and some holidays Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. - provided by Dice

Keywords: Kforce Technology Staffing, Clearwater , TSC Representative, IT / Software / Systems , Saint Petersburg, Florida

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