Job Description
The Customer Care Specialist is a dynamic customer service role that encompasses all aspects of frontline application, technical, and infrastructure support along with the respective escalation pathways. There are multiple customer entry points to ISS Customer Care ranging from: phone, face-to-face, email, self-service ticketing, chat, and text. The Customer Care Specialist is expected to navigate them all with fluidity and utmost professionalism. Additionally, Customer Care Specialists monitor and manage numerous alerting services and are expected to follow escalation protocols and defined policies and procedures day-to-day 24x7. Perform Lead duties, as assigned/scheduled.
Tier 1 Support (Password Reset, DUO Enrollment, Ticket Creation for calls that are Tier 2)
Knowledge of Win and MAC are a plus, would kindly request a typing speed of 50+ WPM (Will need to type as they are speaking with endusers)
UCLA’s ticket Management system is ServiceNow and they will be providing training to selected contractors.
Contractors to receive between 25-45 calls per day.
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 HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
-Prior experience as a Tier 1 support representative
-Comfortable with being on the phone
-Able to type 50+ WPM
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.