We are looking for a Level 1/level 2 support resource to help with training to reset phones & verifying members over the phone as a legitimate employee. In addition to this, this person will also assist with disabling and enabling accounts. There will be a 1 day training period to learn to reset phones, and how to accurately validate people's employment at the client before resetting Okta on the user's phone. The ticket volume is up by 80% due to Okta issues, hence the need for this role, so we are looking for someone familiar with/comfortable with, high ticket volume environments. For perspective on the role, every 30 minutes, there is a ticket related to needing Okta to be reset and the person needs to be verified as a legitimate employee, so this will take up about 70% of the role. 30% of the role will be related to disabling/enabling accounts and other Level 1 and Level 2 support responsibilities for the Security Operations team, at the admin level. This role requires fast learning, as there will be 1 day of training before performing independently on either the 7 AM to 5 PM shift, or 9 AM to 6 PM shift, as different business units are in different time zones.
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* 3 years experience Level 1/Level 2 Helpdesk experience
* Strong customer service skills over the phone
* Ticketing system experience
* Quick Learner
* Experienced with High ticket volume
* Experience disabling and enabling accounts
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.