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TSC Representative in Memphis, TN at VisionPRO

Date Posted: 5/23/2018

Job Snapshot

Job Description

TSC Representative – Job 72487

Job Description:

  • With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels, in a customer contact center environment
  • Uses detailed instructions, established procedures, and prescribed guidelines to resolve technical issues and complete tasks for end users
  • This position is 100% on the phones

Job Duties:

  • Provides solutions to a wide variety of technology related problems, issues, and questions, or escalates to appropriate support area
  • Enters complete and accurate information into contact tracking database, and follows up with customer as needed, to provide total ticket ownership
  • Utilizes knowledge management tools, to help resolve client issues
  • Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
  • Assists customers in performing basic software installations
  • Conducts basic diagnoses of software/hardware, to troubleshoot connectivity problems
  • Escalates trends and outages as needed, to leadership and for Service News postings
  • Manages time in customer contact center setting, and documents time via activity codes
  • Utilizes required activity codes, to provide awareness of non-phone related activities

Qualifications – Must Haves:

  • Must have at least 2 years of recent help desk troubleshooting experience
  • Basic technical knowledge of the following: installing, troubleshooting, and maintaining computer hardware and software
  • Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications, and security products
  • Available to work non-standard shifts including nights, weekends, and some holidays 
  • Very strong written and oral communication skills
  • Strong analytical and problem-solving skills
  • Maintains a professional demeanor, at all times, as they will be handling calls from various levels of Company employees
  • Minimum of a High School Diploma or equivalent
  • Qualifications – Nice to Have but Not Required:
  • Associates/Bachelor's Degree is preferred
  • Experience with financial services applications

Key Words:

  • Required – Help Desk, Mobile Devices, Networking, Problem Solving, Database
  • Additional – Financial Services, Knowledge Management, Technical Support

VisionPRO relentlessly delivers top talent to help our clients excel. We have been trusted for 20 years to align the right talent to the right opportunity, expertly solving unique business challenges. From small businesses to the Fortune 500, our clients appreciate our consultative approach, resourcefulness, and fast response to their individual needs. Our prospective candidates and existing consultants can count on VisionPRO to passionately help them maximize their career choices, while also supporting their growth opportunities. We serve our customers from around the world, helping them with their most critical hiring decisions and project needs.