314007 Customer Sevice
Technology Project Group - Plymouth, MN

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This is a 6 month contract to hire opportunity. Local candidates only please. Hourly rate = $15.00/hr. Shifts: ~Candidates should expect to work nights at some point: 3pm – 1:30am or midnight – 10:30am.

This group rotates existing BSA°s off of the overnight shifts when new contractors start, so contractors should expect these schedules. ~Work week is Sun-Wed and Wed-Sat ~There could be some flexibility if there is interest in a 30 hour work week vs. a 40. Environment: • Fast-paced, high call volume support of US and International Carlson Hotels, Carlson Travel, Restaurants and Corporate.

  • Call center is open 24 hours/day, 7 days/week. There will be 4-6 weeks of training. Training schedule is M-F 9:00 –5:30. Weekly evaluation on progress.
  • Shifts rotate frequently and all reps. are expected to participate in an on-call rotation. Top three required skills that are must-haves: • 2 years ’ experience sitting at an IT desk answering incoming calls from customers • 2 year Associate Degree or equivalent business/industry training and on the job experience • Hotel or Travel support experience desired. Other required/highly desired skills: • Strong written and verbal communication skills are essential.
English as a primary language. • Experience in business applications customer service support or having equivalent kind of skills experience. • Ability to retain information specific to changes in the environment, that may result in an incident • Ability to sort data and report • Ability to multitask Responsibilities: • Coordinates the entire call resolution process from initial call to resolution for a supported business system application or service, resolving many of the call requests. • Ensure proper documentation and business justification of all requests, ability to stay within scope of the knowledge articles.

  • Provides level 1 password resets, problem determination and support to a specific Carlson business application using documented procedures and available tools. • Records problem symptoms and status information in a timely fashion in an effort to communicate with and properly utilize senior staff. • Acts as primary focal point for all internal customer applications. • Supports call and email-initiated workflow through IT, logging all customer questions, requests and problems and tracks the same through to resolution.
  • Ensures timely escalation of customer problems by documenting the impact to the customer and by assigning an appropriate priority and resolution target. • Keeps manager informed of significant events • No personal cell phones while on duty, no face book, games, or other non-work related distractions. Knowledge with follow tools and applications desired: • MS Office Suite 2010, 2007, 2003 • XP, Windows 7 • Service Now *Incident, change, on-call, knowledge, comb, service request • Log-me-in remote access • Share point • Cisco VPN • Citrix • IE7 , IE8, Firefox • Oracle