PT - Call Center Help Desk Representative

POSITION PURPOSE: This Support Center position will provide quality first-level support to customers and act as liaison with 2nd and 3rd level support both internal and external. Support Center operating hours are from 6:00am to 7:00pm. Candidate will be responsible for knowledge on Support Center procedures, which are contained in the Support Center Manual. Candidate's shift will be within the operating hours of the Support Center. Typically between 7AM - 11AM.ESSENTIAL DUTIES AND RESPONSIBILITIES:
Log trouble tickets/calls from the customer in Remedy tracking software.
Perform basic testing of network or supported applications to resolve the problem.
Forward trouble tickets to the proper 2nd and 3rd level support.
Dispatch onsite service provider personnel.
Take ownership of the trouble call to resolution and closure with the customer.
Escalate trouble calls using escalation procedures.
Pager rotation for support issues outside of normal Support Center hours of operation.
Document/Review procedures used in the day to day operations of the Support Center.
Maintain quality assurance of tickets with appropriate follow-up.
Regular, predictable attendance.
Other duties as assigned.
Volt Services Group is an international leader in offering human resource solutions for our customers. Publicly traded on the New York Stock Exchange (VOL), Volt has been in business for 54 years and has over 300 locations in the United States and Canada and has operations in over 15 countries across the world.
Volt offers industry-leading benefits as we strive to be recognized as the employer of choice by our employees. No Recruiter will work harder to place you into one of this area's top employers. We want you to have an experience with us that will encourage you to refer your friends and family to us in the future. Volt is an Equal Opportunity Employer!!
Volt offers career management for individuals in the specialty skills area of office support, clerical, customer service, call center, data entry, reception, administrative, executive secretary, accounting, sales, warehouse, forklift and light industrial. Volt Services Group has numerous positions available on an ongoing basis. Please visit us at