Service Desk Agent I at Hargray Communications Group, Inc.

Posted in Telecommunications 14 days ago.

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Location: Macon, Georgia





Job Description:
Service Desk Agent I

Are you passionate about making a difference in people's lives? Are you motivated to learn and connect people with cutting edge technology? Do you go the extra mile to provide customer delight? Then you should join the Hargray team as a Service Desk Agent I!

The Service Desk Agent I provides first class customer service to our end-users as well as a Single Point of Contact. The Service Desk is designed to optimize services provided by our Help Desk by utilizing ITIL best practices.

The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of over 700 colleagues supporting local markets throughout the southeast is committed to excellence, delivering the most advanced technology and the best service for our customers.

Duties and Responsibilities: Including but not limited to the following.

  • Act as the single point of contact for all types of service requests.
  • Coordination of all IT support groups to ensure maximum utilization of resources.
  • Communicates independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.
  • Pre-process service requests as they arrive through email, end-user portal, or direct customer input.
  • Reslove requests and incidents as needed.
  • Review and close service tickets to ensure the appropriate information is captured.
  • Communication with end-users as required: keeping them informed of incident progress, notifying them of impending changes.
  • Improve customer service, perception, and satisfaction.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of Help Desk resources.
  • Escalate service requests that are not resolved within a timely manner.
  • Performs other related duties as assigned to ensure effective operation of department.

Minimum Qualifications: Only candidates who meet the minimum qualifications will be considered.

  • High school diploma or equivalent.
  • Basic computer and operating system knowledge.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Ability to multi-task and think independently.
  • Self-motivated with the ability to work in a fast moving environment.
  • Prior call center experience is a plus

EOE/ Vet/ Disability

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