Job Description
Insight Global is searching for a motivated and hard-working individual to join a team with one of our local Telecommunication clients. To be successful in this role and company, you should exemplify hard-working, reliable, punctual, driven, positive and strong communication skills. The ideal candidate will be looking to get their foot in the door with a reputable company in the Southeast to start or grow their IT skillset. This team will be responsible for providing technical, inbound support to commercial customers and will work through a ticketing system to manage requests, incidents and resolutions. This is a high call volume role, so it is crucial to have a good attitude and positive outlook towards taking customer calls on a daily basis. They will do things like troubleshoot WiFi/network connectivity, VOIP/Data issues, Windows based applications, operating systems, and more. There will be sufficient training on the IT skills, so someone with less technical experience and a recent A+ Certification is fine. This is a hybrid role, working 2-3 days in the chosen candidate's closest office location on a weekly rotation. Productivity will be measured using different metrics (i.e.: average speed of answering the phone, average talking time/time of resolution), SLAs, MPS scores, fill percentage, etc. and all equipment will be provided (laptop, monitor, keyboard, headset).
Required Skills & Experience
-A+ Certification
-Either 1 year of technical support experience in a customer facing role taking customer calls (6-10/day) OR 1 year of call center experience with an interest in IT
-Comfortable in a heavy call-based role
-Intangible skills that are crucial to being successful in this role:
-Good at multitasking/managing multiple things at a time
-Working well with others both internal and external
-Empathetic
-Hard working with a drive to learn a lot and take ownership of their career
Benefit packages for this role will start on the 31st 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.