This position is Work From Home--2 Positions available to cover the hours of 7am EST to 7pm PST. 

MVT’s Technology Services Team (help desk) is responsible for helping MVT internal customers achieve and sustain the availability of information systems that support their critical business processes as per IT service level agreements (SLA). 

Technology Service Agents (TSA) are responsible for incoming support requests via telephone, voice mail or e-tickets. Their performance goals include fast, accurate problem resolution or escalation. 

CORE FUNCTIONS: 

• Handle inbound & outbound telephone, voice mail, email, and fax communications. 
• Professionally communicate with Customers while identifying problem resolution or educational opportunities. 
• Maintain a high level of Customer Service expertise with phone and email communications that consistently meet & exceed established quality standards. 
• Maintain a detailed knowledge of concepts, practices, and procedures used within the Technology Services Support Center. 
• Remain fully aware of the availability of all products and services in the company so that every opportunity to meet our customer’s needs is taken. 
• Manage to meet or exceed defined group goals, including but not limited to: 
o 1st Call resolution 
o Live call answer rate 
o Mean time to resolve (applied and elapsed) 
• Prioritize work, as well as escalations of particular problems as required. 
• Understand the role and responsibilities of a TSA. Facilitate the adoption of the processes and procedures used in service delivery. 
• Monitor your performance, and assimilate feedback to improve qualitative and statistical performance. 
• Respond to any surveys reporting that an issue was not solved to the customer’s satisfaction.

MINIMUM TECHNICAL SKILLS: 

• Working knowledge of Microsoft Office (all versions) 
• Microsoft Exchange Knowledge 
• Experience with Active Directory domain controllers 
• Setup/Configure Email Accounts 
• Change/Reset Network Passwords 
• Install Software Remotely – Office/Adobe/Anti-virus/Cisco Products/etc 
• Ability to troubleshoot Scanner Issues 
• Ability to troubleshoot Network Accessible Printer Issues 
• Understand Basic Error Messages 
• Handle Standard Windows Updates 
• Assist with Printer issues such as installing a toner/drum cartridge 
• Enable Wireless Network Access for Laptop Users 
• Understand remote access and connectivity using VPN 
• Ability to use remote support to analyze and expedite problem resolution 

PREFERRED SKILLS/ABILITIES &KNOWLEDGE: 

• Strong interpersonal skills and the ability to listen and explain solutions to non-technical users in a concise manner. 
• Ability to analyze and interpret data 
• Ability to communicate orally and in writing in a clear and straightforward manner. 
• Ability to communicate with all levels of management and company personnel. 
• Ability to handle multiple projects and tasks 
• Ability to maintain confidentiality 
• Ability to make decisions and solve problems while working under pressure 
• Ability to prioritize and organize effectively 
• Ability to show judgment and initiative and to accomplish job duties 
• Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.) 
• Ability to work independently 
• Above average time management skills 
• Ability to work with others to resolve problems, handle requests or situations 
• Ability to work in a virtual team environment 

OTHER QUALIFICATIONS: 

Qualified candidates will posses a minimum of 1-2 years experience as part of a Customer Quality, workforce management, IT, project management, training or other call center operational team. Demonstrated ability to write professional business communications, suitable for customer communication, following established grammatical standards and business etiquette.