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End User Services Technician II - 18-00984
Ref No.: 18-00984
Location: Marlborough, Massachusetts
Position Type:Contract
Start Date / End Date: 04/30/2018 to 04/26/2019
Our client is seeking an End User Services Technician II
 
Must haves:
  • Need 2nd level support
  • Shift flexibility a must
  • Phone Demeanor/Phone Presence - Positive, High-Energy, Customer Service focus
Shift Details:
  • Earliest someone comes in is 6am to start their shift. Latest someone comes in is 4pm
Shifts that run:
  • Sun - Thu
  • Tue - Sat
  • When someone comes in new, they are Monday through Friday. They will be moved at some point, it's inevitable and it is usually permanent.
Duties/Responsibilities
  • Provide Store and End User Support
  • Service Desk
Skill Sets;
  • Retail IT Experience preferred
  • Call Center Experience
  • Help Desk Experience
  • MS Windows
  • MS Applications
  • PC Hardware
  • Network Experience
Job Environment:
  • 21 Agents in the call center (10 Corporate Support, 11 Stores Support)
  • Supports 600+ applications (corporate) – no call is the same. Diverse experience in supporting a variety of issues required. 
  • High Variety of different ticket requests and issues – a Tier 2 agent that is like a "jack of all trades” is preferred.
Training:
  • 1-2 Months training (Monday-Friday, 9-5)– in depth customer resolution and quality of service is vital. "If a VP or a store associate calls in, the service should be same and treated as high importance”
  • After training the agent will be asked to be on a shift schedule which includes at least one weekend day.
  • Shift details on the job description