Service Desk Entry Level Remote ID-9222

This is an entry-level support position responsible for providing an amazing and memorable customer service experience with each direct interaction. This position supports both internal and external B2B customers through designated support channels such as telephone and electronic mediums. This customer-centric role will focus on a variety of operational and technical support requests related Business Customers (Only), applications, and user access needs. This position will require the excellent use of judgment and desire to drive resolutions on behalf of our customers.

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  • Provide exceptional customer service to all our internal and external customers by being courteous, polite and friendly toward all those we serve. Acknowledge and address customer's issues immediately to determine the overall support needs and proper resolution path.
  • Search Knowledge Base articles and/or Standard Operating Procedures for possible resolutions or the escalation of individual requests to an elevated support team for further assistance. Actively and energetically participate in departmental programs that promote and deliver exceptional customer service to those we serve.
  • Provide first level technical support and triage by receiving, processing, and responding to work requests for timely resolutions through a variety of support channels including email, telephone, ITSM ticketing system, and email. Independently owning the customer experience throughout support engagement.
  • Assess customer support needs by guiding and assisting customers in established procedures for requesting equipment, relocations, software installation, sign on or programming changes. Evaluate the nature of and complexity of call to ensure proper call handling.
  • Fully document all associated resolutions/ actions taken in ITSM ticking system; including, description of incident, troubleshooting methods performed, and actions taken to final resolution.
  • Assist Tier 2/ 3 Team Members on support projects and departmental operations as engaged or requested.
  • Consult with team lead on escalated tickets and follow-ups.
  • Maintain and demonstrate excellent teamwork on all assigned and scheduled support projects.
  • Responsible and accountable for being on time and ready to perform duties and assignments when scheduled and without challenge. Will be self-directed and self-governing as it relates to your responsibilities whether working in the office or remote.
  • Responsible for completing all timesheets, compliance training, and shift changes independently.
  • Perform all other duties and special projects as assigned by senior tier members or Customer Support Leadership.
  • Ability to work all shifts, weekends, and holidays to support the business.
  • Language skills English (required), Spanish (optional plus)
  • Ability to work remote and office in Hybrid model. TU reserves the right to require in-office only.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io. com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: . o High School Diploma required, associate or bachelor's degree from an accredited college or university, or equivalent experience desired. A degree in Computer Science, Information Technology, Computer/Data Systems Management or a related field or discipline is preferred. o Preferred experience in a Customer Call Center environment. o It is generally desirable for a person in this position to possess professional or technical education such as HDI Support Center Analyst/ Customer Service Representative; A+, ITIL, and ability to maintain those certifications in active status. o Good typing skills with a minimum of 45 wpm required. o Strong oral and written communication skills. o Demonstrated ability to work in a team environment, with strong interpersonal skills. o Ability to work assigned/ required shifts requested by leadership to ensure organizational support needs. o Consistent performer utilizing engagement and diplomacy skills to achieve required results. o Strong multitasker with strong attention to detail. Ability to multi-task across three platforms: Calls, Chat and Tickets. Insight Global

Service Desk Entry Level Remote ID-9222

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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