Telecommute Call Center Analyst

Company has openings for 2 Call Center Analysts. This is a contract position requiring 6 month commitment. 20% of calls are Lotus Notes related.

• Provide desktop computing customer service and support for client’s NY staff in a Call Center environment.
• Provide 100% phone support: Must be prepared to take approx 25 customer calls per shift
• Solve 60% of calls on first contact
• Solve 70% of all customer problems
• Assist customers with application configuration and the resolution of all desktop computer related problems
• Coordinate problem resolution with the second and third level support staffs
• Place post ticket resolution customer follow-up calls to ensure proper customer service
• Update and manage Remedy 7.0 ticket/problem tracking data

• MCSE Certification
• Help Desk Institute Certification
• Bachelor’s Degree in relevant field of work or equivalent work experience
• Training visits to the office in lower Manhattan
• Must be an expert in Windows XP, MS Office 2007, Lotus Notes 7.5 & 8.5, and must be able to diagnose problems via a system and application logs (must also know the Notes User Preference files)
• Must use Remote Control utilities (HP Remote Assistance, SMS Remote Control and Bomgar) to resolve customer issues
• Minimum 3 years Help Desk or Desktop support role experience for a large company (prefer financial institution) – 50% of which must be with phone support.
• Usage experience of Avaya Phone systems
• Excellent customer service skills
• Familiarity with client/server, open systems networking concepts, and HDE encryption (SecureDoc Disk Encryption)
• Knowledge of TCP/IP protocols
• Excellent communication and writing skills
• Must be able to telecommute and may be required to provide off-hours phone support in the evening and/or weekends
• Remote access troubleshooting; USB token authentication, Virtual Private Network Solution (VPN), routers and wireless internet access
• Mobile computing solutions including BlackBerry, wireless access via Aircards
• Experience with Active identity Secure Login

• Windows XP environment
• Lotus Notes 7.5, Samtime 7.5, and Quickr
• Office 2007 applications, including MS Access
• Internet Explorer 7.0 (and usage of certificates)

Location: Telecommute/East Rutherford, NJ

Compensation: TBD

Employer Posted:Friday, July 03, 2009