TSC Representative

    • Southfield, MI

RESPONSIBILITIES:
Kforce has a client in search of a TSC Representative in Southfield, MI. There is potential for this position to convert to full-time depending on the worker's attendance and performance. Summary: With the goal of providing superior service and first contact resolution, the candidate delivers front line technical support to customers via multiple communication channels in a customer contact center environment. This person 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


REQUIREMENTS:
  • At least 3 years of recent help desk troubleshooting experience in a call center environment
  • 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
  • Maintaining a professional demeanor at all times as they will be handling calls from various levels of company employees
Nice to have but not required:
  • Experience with financial services applications
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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