Peer support specialist Jobs in West Jordan, UT

Russell Tobin is looking for a Technical Support Representative based in South Jordan, UT for our client who is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services.

Job title : Customer Supp / Account Rep-Sr -IT

Location : South Jordan UT

Duration : 6 months

Pay rate : $21.00 / hour

Executive Summary :

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 Role :

• Customer Service Skills :

o Demonstrate active listening in order to gain an accurate understanding of the situation

o Being empathetic to the customer’s situation while also showcasing advocacy and ownership of seeking resolution

o Acknowledging the sense of urgency for resolving the issue

o Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding

o Producing accurate detailed documentation consumable by end users, level two support, and problem management

o Maintain professionalism and netiquette to ensure messages are received as intended

o Respond timely via the chat platform to prevent delay or frustration

o Clearly document actions taken in ticketing record for tracking and data analytics

o Leverage the chat tooling and ticketing platform effectively

o Provide high quality end-user technical support, related to enterprise software and hardware

o Ability to assess, triage, research, educate, and resolve incidents and requests regarding the use of application software products and / or infrastructure components

o Demonstrate the ability to collaborate with others

o Display a safe and positive attitude

o Adhere to policies and procedures and act in the best interest of the overall firm

Qualifications :

Required Education :

Benefits Disclosure

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.”