1st Line Agent English

JD:
Role: 1st Line Agent English

Location:

ONSITE Austin, TX
Local candidates only. F2F inteview might be needed.

JD
Description and Location
Problem Diagnosis / Troubleshooting (25%)
Diagnoses basic problems and performs troubleshooting steps based on knowledge of software and hardware used, Help Desk diagnostics, and conversations/information gathering from users.
Problem Ticket Administration (25%)
Logs, documents and maintains history records on client production problems utilizing systems and processes available.
Problem Resolution (20%)
Resolves basic problems in a timely manner which fall within guidelines of first level support and escalates more complex problems to the appropriate level (More experienced Help Desk staff, Applications Technology, Base Technology, outside vendors, etc.).
Maintains ownership of client problem through resolution, ensuring end-to-end problem resolution. May not be involved in all steps of resolution but is responsible for tracking and ensuring problem is solved, on ultimate point of contact to the client.
Answers to 'How-To' Questions (e.g., software usage) (15%)
Assists in building client knowledge and capability with systems by providing answers to clients' questions regarding IS solutions, and by providing applicable tips to increase client’s productivity with systems.
Strategies Linked to the Division's Business Goals/Results (5%)
Understands American Family's business environments, corporate culture and structure to support work initiatives.
Supports and participates in the I/S transformation process including the cultural principles (ethics, integrity, meeting behaviors, teamwork, cooperation, communications, interpersonal relations, supervisory behaviors, contracting, customer focus, quality, risk management, empowerment, and entrepreneurship).
Develops an understanding of the domain and charter within area of responsibility.
Collaborative and Team-Based Environment (5%)
Works well with others on the Help Desk staff to ensure optimal service to clients. Shares knowledge and information with others on team to better resolve problems and build client knowledge. Works with clients, demonstrating professionalism and empathy, to fully understand their problem/frustrations/concerns.
May work with Testing and Technician Services to provide pre-user testing for new products.
Knowledge Base Entries Identification (5%)
Based on problems/issues of clients, provides feedback for additional databased entries into the Knowledge database.
Required experience (Please note that if the candidate has 1 of the following 3, that would suffice)
6 months experience in a call center environment.
6 months experience in an IT role.
Some type of IT schooling or degree in IT
Preferred experience…
6 months experience of some type of customer service work.
Ability to work in a fast-passed environment.
Ability to think outside the box.