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Job Details

Position:	Call Center Agent (Ref: 17410)
Location:	Atlanta, GA 30315 USA
Duration:	1 Years 1 Months 21 Days - Contract
Openings:	1
Deadline:	05/09/2025
Pay Rate:	Login

Description:

We are seeking multiple Call Center Agents to provide direct first-line level 1 service desk support. The Call Center Agent will work with a team of other Call Center Agents, under the general supervision of a Call Center Agent Lead and a Transportation Manager who is responsible overall for the Call Center operations. Depending on the proficiency and level of expertise, the Call Center Agent may be selected to be part of the level 2 support (within the service desk) to provide expert support to other analysts for critical issues or applications.

Scope of Work/Key Responsibilities:
• Monitor answer telephone system and take calls
• Make return calls
• Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact
• Escalate incidents as dictated.
• Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
• Remotely connect to user computers and assist with resolving issues as necessary.
• Perform proactive support activities including but not limited to:
o Provide support for IT projects (as needed).
o Installing and setting up Air Watch on mobile devices
o Ensuring that antivirus software installed on all machines and scans are completed routinely.
o Update user and asset information in database (as necessary)
• Follow established processes and procedures. Report to IT any suggestions that will improve process or make support easier or more efficient.
• Maintain exceptional customer service posture at ALL TIMES.
• Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes.
• Record and submit checklists or other documentation as may be required.
• Creativity and strong attention to detail
• Ability to work effectively on tight deadlines, as necessary
• Excellent command of English language
• Excellent command of Spanish Language preferred
• Oral and written communication skills
• Exceptional customer service skills, including the ability to interact professionally with a diverse group of customers
• Ability to work under pressure and stay calm/focused when working with irate customers or users
• Positive, productive team player
• Desire to learn new skills and improve
• Minimum of Associate degree (preferred)
• 3+ years’ experience in customer service telephone call center. Equivalent combination of education and experience will be considered.
• Strong customer service skills and phone etiquette
• Maintain confidentiality
• Prior experience with data entry on databases important
• Prior experience in a call center preferred.
• Must have clean criminal record with the ability to pass finger-print background check
• Must be authorized to work in the Unites States.

Required / Desired Skills

• Phone Etiquette (Required 1 Years)
  
• Phone Etiquette (Required 1 Years)
  
• Data Entry Experience (Required 1 Years)
  
• Call Center Experience (Required 1 Years)