Nesco Resource · 15 hours ago
Senior Technical Support Rep
Columbus, OH
Full-time
Onsite
Senior Level
$20/hr - $21/hrNesco Resource is seeking a Senior IT Customer Representative in the Greater Columbus OH Area. The Senior Customer Service Representative plays a key leadership role within the Help Desk, supporting supervisors and ensuring service quality and operational efficiency while mentoring frontline staff.
ConsultingHuman ResourcesStaffing Agency
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Handle inbound support calls for a diverse client base, including federal and commercial customers
Support help desk email queues and quality monitoring activities
Assist with monitoring intraday call volumes and workload distribution
Assist supervisors with call management, reporting analysis, and real-time delegation of work
Motivate and support CSRs to meet performance expectations and service-level objectives
Provide day-to-day guidance and serve as a point of escalation for complex customer issues
Support the development, maintenance, and enforcement of client-specific standard operating procedures (SOPs)
Assist with authorization management, including adding or removing CSRs from access lists
Collaborate with supervisors, project teams, and external partners to obtain required authorizations for client support
Support onboarding and ongoing training efforts for new and existing CSRs
Maintain cross-training across Shipping, Ordering, and Final Order Review functions
Assist in quality assurance and continuous improvement initiatives
Coordinating help desk operations to ensure compliance with client service level agreements (SLAs)
Acting as the primary escalation point for customer or client complaints
Maintaining and managing daily schedules and staffing coverage
Supporting departmental projects and management-directed initiatives
Qualification
Required
High school diploma or equivalent required
Prior customer service or help desk experience required
Proficiency with Microsoft Office Suite or similar productivity tools
Strong computer and mobile device proficiency with the ability to quickly learn new systems and applications
Strong customer service mindset with the ability to resolve escalations diplomatically and effectively
Excellent written and verbal communication skills, including active listening
Strong organizational skills and attention to detail
Effective time management with the ability to meet deadlines
Ability to prioritize, multitask, and perform effectively in a fast-paced and occasionally high-pressure environment
Must be able to successfully pass required federal background investigations
Benefits
MEC (Minimum Essential Coverage) plan that encompasses Medical
Vision
Dental
401K
EAP (Employee Assistance Program) services
Company
Nesco Resource
Nesco Resource s an Staffing and Recruiting firm.
Founded in 1956
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Michael McDonald
Executive Vice President of Finance and Chief Accounting Officer
Recent News
InvestmentNews
2023-12-24
Maysville Online
2023-12-24
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