Technical Customer Service Desk Agent
| Company | Unisys |
|---|---|
| Location | Indianapolis, IN, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s, Associate’s |
| Experience Level | Senior |
Requirements
- Bachelors degree preferred
- May require technical certification or Associate Degree
- Generally, 7+ years’ experience in area of responsibility
Responsibilities
- Coordinates and plays a lead role in daily site operational activities, ensuring timely service delivery and achievement of contracted performance expectations.
- Leads or participates in projects to implement new initiatives or improve efficiency and resolution response time.
- Leads agent trainings.
- Provides doable fixes for areas of concern and identifies opportunities for improvement.
- Develops metrics by tracking tickets to evaluate tickets submitted, resolved and rejected, identifying trends and opportunities to improve the team’s overall efficiency.
- Identifies recurring issues and escalates to the appropriate team for resolution.
- Provides root cause analysis on the most challenging issues, develops comprehensive action plans and timely follow through in support of the incident management process.
- Acts as an escalation point for team members.
Preferred Qualifications
- Bachelors degree preferred
- May require technical certification or Associate Degree