Job Information
Peckham, Inc. Home Based Technical Service Representative in Grand Rapids, Michigan
$250 Sign-on bonus!
Important Information:
- Wage: $17.71
- Health and Welfare Benefit Included
- First and Second Shift
- Location: Remote
SUMMARY
Technical Service Representatives (TSRs) in this position will be responsible for providing over the phone support to a federal agency that is technical in nature. The activities associated with this position include identification, prioritization, and resolution of reported problems. Additionally, the TSR (Technical Services Representative) will, over the phone, perform general maintenance tasks and resolve less complex IT (Information Technology) problems immediately, while the more complex IT issues will be escalated to a higher level of support. During work, the TSR may encounter the need to use problem management databases and/or proprietary help desk systems. If working remote, Peckham will provide a computer, monitor and headset and the employee will provide workspace and internet connectivity that meets minimum requirements.
DUTIES AND RESPONSIBILITIES
Provide superior customer service by responding to requests for technical assistance via the phone and through other contact channels.
Gather information to diagnose technical hardware and software issues; apply problem solving skills and resolve the request effectively.
Direct the caller to perform step by step actions to resolve the purpose of the call.
Decide if the call requires escalation to a higher-level IT support.
Conduct basic troubleshooting to resolve common hardware and software issues, if needed.
Conduct research using available resources; use critical thinking skills to find a solution for the customer's need and/or concern.
Maintain and stay current with system information, changes, and updates.
Utilize tools to remotely access end user systems and perform corrective actions to resolve the users' problem.
Achieve service level requirements including but not limited to average talk time, quality and first call resolution.
Complete reports, track/log/route problems, issues, requests, and document resolutions in written form or escalate to the responsible resource for resolution.
Demonstrate flexibility to changing business needs.
Accept other jobs/duties as assigned.
Remote Positions
A neat/quiet room/office space designated for TSR work that meets requirements.
A High-Speed Internet connection that meets minimum technical requirements.
For those who live within 45 miles of the Sparks location only: The ability to come into the office if there are connection issues.
WORK ENVIRONMENT
Individuals will be required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere.? The tasks of the call center are repetitive in nature.? The noise level is generally moderate.? The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.? Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.?
Remote Positions: Individuals will be on the phone from their remote office for most of their scheduled shift. Peckham w
