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Marco Technologies · 16 hours ago

Rapid Resolution Specialist (Tier 1 IT Help Desk)

United States

Full-time

Remote

Entry Level

$19.94/hr - $29.92/hr

2+ years exp

Marco Technologies is seeking a Rapid Resolution Specialist to provide quality services and solutions to clients while ensuring high client satisfaction. The role involves responding to client inquiries, troubleshooting issues, and managing service requests effectively.

Cloud Data ServicesDocument ManagementInformation ServicesInformation TechnologySecuritySoftware

No H1B

Responsibilities

Respond to client calls, client emails, system alerts and other correspondence in an appropriate and timely manner

Participate as a primary resource within the inbound calling contact center for Managed IT clients

Determine problem severity, establish priorities, and assign service request to the appropriate resource

Accurately and promptly log client problem information and create a service request

Provide prompt communications to clients (internal and external) on detailed status information and estimated resolution times for issues

Remediate support requests for move/add/change type work

Troubleshooting and remediate support requests for basic and intermediate break/fix type work

Verify systems and applications functionality to identify proper resources to assign for resolution

Verify and maintain client contact and database information

Participate in best practices and follow operations procedures to create efficiencies

Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process

Attend required company and departmental meetings

Act in accordance with Marco policies and procedures as set forth in the employee handbook

Qualification

Customer serviceMS Office proficiencyVerbal communicationWritten communicationOrganizational skillsInformation analysisTime managementTeam collaboration

Required

High School diploma and two years of relevant experience or an Associate's degree; or equivalent combination of education and experience

Proficiency with business collaboration tools including MS Office applications, Outlook and company specific programs

Solid customer service abilities including telephone skills

Excellent verbal and written communication with internal and external clients

Excellent organizational and time/task management skills with the ability to prioritize tasks and work within a defined timeline and to operate with changing priorities

Ability to gather and analyze information

Performs work with accuracy and thoroughness

Excellent follow through to see tasks through completion

Function collaboratively as part of a fast-paced, client orientated team