4Help IT Support Agent

Working in a call center focused on resolving computer user problems, a 4Help IT Support Agent communicates with stakeholders using a telephone and/or electronic means, determines what service is needed, and enters the pertinent service information into a computerized ticketing system, and resolves common problems, and escalated more difficult problems. Stakeholder satisfaction is at the forefront of our goals. Our stakeholders include, but are not limited to, students, staff, faculty, internal and external associates, peers, colleagues and community members.

• Ability to perform all duties with professionalism, courtesy, and tact in a stressful call center environment
• Demonstrated strong communications skills to receive, record, and transmit information
• Demonstrated computer competency in a Windows environment with emphasis on Outlook and web-based applications
• Demonstrated ability to manage multi-line phones and the ability to multi-task; ability to interface with stakeholders using the telephone and computer-based tools such as email or chat while utilizing customer service skills to include customer needs assessment and evaluation of customer satisfaction
• Proven ability to work cooperatively with others, to be a part of a team, to work together and a willingness and ability to document knowledge and share with others., * Experience in a technical call center
• Experience with trouble ticketing software
• Technical writing skills
• Familiarity with network management software.

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including Blacksburg, the greater Washington, D.C. area, the Health Sciences and Technology Campus in Roanoke, sites in Newport News and Richmond, and numerous Extension offices and research institutes. A leading global research institution, Virginia Tech conducts more than $650 million in research annually.

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