Ferris State University College of Business ยท 2 days ago
IT Call Center Agent 1 (Student Position)
Big Rapids, MI
Full-time
Onsite
New Grad
$13.73/hr - $13.99/hrFerris State University College of Business is seeking a student for the IT Call Center Agent 1 position. The primary role involves managing incoming support calls to resolve entry-level issues and learning various technology resolutions while working with an IT ticketing system.
Higher Education
Responsibilities
Manage incoming support/request calls from faculty/staff/students to resolve entry-level issues
Learn 15-20 over-the-phone technology resolutions and/or work within the IT ticketing system to task more complex issues to a technician
Use call tracking software to enter work orders and assist customers on the phone and chat
Work as part of a team to solve problems when needed but also be able to work independently on assigned projects
Work with technicians to resolve customer computer-related problems
Troubleshoot printer issues and resolve difficulties with Smart Classroom Technology
Verify that suggested solutions effectively resolve the users' problems through verbal or email follow up
Determine the most effective manner to resolve customer's technical issue
Engage in research and ask questions to resolve technical issues
Update tickets with appropriate journal entries of activities and close tickets with resolution entered upon completion of the job
Qualification
Required
Must be able to work independently on assigned projects
Exceptional communication/decision making skills (phone, email, chat, and in person) in a fast-paced environment
Supports all Information Technology products and services
Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy
Must be a team player and able to work with many different people
Call Center Agents will learn how to use call tracking software to enter work orders and to assist customers on the phone and chat
Call Center Agents will work as part of a team to solve problems when needed but must also be able to work independently on assigned projects
They will work with technicians to resolve customer computer-related problems
May involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology
Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
Determines the most effective manner to resolve customer's technical issue
Engages in research and ask questions to resolve technical issues
Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job
Company
Ferris State University College of Business
The College of Business provides career-oriented programs, responsive to the changing needs of the business world.
Founded in 1884
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase