• IT Customer Support Agent

    Posted Date 3 days ago(3 days ago)
    Posting Location
    Louisville, KY
    Req #
    Information Technology
  • Overview

    CompuCom is now a part of the Office Depot family of companies. Come join a growing global company that has a laid-back culture, values your skills, focuses on growing your career, and promotes work-life balance. Competitive pay and full benefits including 401k with matching that all start on your first day. We would love to have you on the CompuCom team in our office off Linn Station Road in Louisville, KY.

    A part of our Cloud Technology Services(CTS) Team, IT Service Support Agents make outbound phone calls to our SMB(Small to Medium-sized Business)  end customers to obtain network information needed for firewall configurations.  They are a point of contact for all service requests needing assistance and guidance for obtaining technical information and coordinating a test and turn up of the firewall.
    ●    Makes outbound calls to customers to obtain needed technical information about their environment.
    ●    Receives inbound calls from customers responding to  prior calls and/or emails
    ●    Respond appropriately to emails from customers or our partners
    ●    Maintain communication with Sales Reps to provide solutions to the customer
    ●    Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
    ●    Provides case status updates to management, our partner, and/or customers
    ●    Support and maintain effective relationships with customers and peers
    ●    Communicates with customers at all levels of technical and non-technical skills sets
    ●    Follow all standard operating procedures (SOP) through the effective use of process management and documentation
    ●    Coordinates a Test and Turn Up of firewalls, documenting the process
    ●    Responsible for maintaining data and ticket integrity
    ●    Other duties as assigned


    Required Qualifications
    ●   Focus on providing exceptional customer service
    ●   1-2 years of related work experience preferably in an IT Service Desk/Call Center environment

    • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
      ●   Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
    •  Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
    •  Working knowledge of Windows operating systems, networks, databases and network security concepts and tools
    •  Solid analytical/cognitive skills to troubleshoot complex and technical problems
      ●    Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality


    Nice to Have Qualifications

    •   Certification in relevant IT products/technologies a plus
      ●   Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
    •   High-level technical knowledge of IP addressing and Firewalls/network security


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