Ongoinghiring over the next 6-7 months Responsibilities:
- Act as the first point of contact for customer intake, asking all the correct questions to determine the real issue at hand
- Create the incidents for the incoming customer issues in ServiceNow
- Assist customers with pre-documented entry-level tasks, such as password resets, lockoutsand other quick fixes
- Escalate cases as needed when a task is either undocumented or if the task will exceed 30 minutes
Ideal Candidate Our ideal candidate will have excellent customer service and communication skills, both written and verbal. You'll need to have some prior technical training and/or IT support experience. The ability to multi-task is paramount; you'll be the first to answer any incoming customer calls. You should be able to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player. Qualifications
- MUST HAVE PREVIOUS EXPERIENCE WITHIN IT HELPDESK ROLE OR EQUIVALENT
- Associate degree or equivalent entry-level IT experience preferred
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
- Excellent listening, verbal, and written communication skills
- Ability to work independently to prioritize your efforts and manage your time effectively
- Exceptional customer service and de-escalation skills
- Work experience in a customer service or call center role is a plus
- experience with Active Directory and Office 365
EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-###-####. Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
