Customer Service Representative at US Tech Solutions, Inc.

Duration: 06 months contract

Job Description:

· To provide support of authorized IT Devices for business use in connection with IT platforms, resources, services, and systems in serving the operational interests of the company.

· Perform as part of the Service Desk (SD) team, serving as a single point of contact for the user community providing effective, timely troubleshooting and resolution to common issues and requests, or ticket routing to specialized or advanced level support.

· Support channels include phone, chat and walk-up. 

Experience:

· Responds courteously and promptly to user phone calls, live chats, incoming tickets, and other assigned service channels. 

· Effectively use ServiceNow to manage tickets throughout their lifecycle. 

· Contribute towards meeting or exceeding SD metrics, targets and goals. 

· Follows all IT policies and documented processes including Incident Management, Request Fulfilment and Knowledge Management. 

· Execute Knowledge Base (KB) articles to provide effective and timely analysis, troubleshooting and accurate resolution/routing of technical incidents and requests. Provide KB feedback to improve articles. 

· Interact with vendor technical support to ensure effective resolution of 3rd party services.  

· Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users, vendors and other IT teams.  Proactively initiate ongoing communication with end users, via phone, chat and email, to continuously manage expectations.  

Education:

· High School Diploma OR GED

Skills:

• IT Support, Support channels include, phone, chat, ServiceNow, Ticketing