Job Summary

Omni Interactions is looking for Tier 1 Tech Support GBAs to join our IT Support Desk. Our IT Support Desk team works to provide immediate & responsive support to our full network of Gig Brand Ambassadors.

WHO IS OMNI:

We create communities of Gig Brand Ambassadors (GBAs for short), who can retail their flexible lifestyle being contractors - in business for themselves. Our GBAs get to be their own boss, supporting some of the country's leading brands.

As we experience significant growth, we are looking for Tier 1 Support Desk agents supporting our GBAs with their tech issues. As a Tier 1 IT Support Desk team member, you'll join our experience team of Support Desk reps helping out in our ticket queue. Most of our GBAs send in emails that create tickets, which you'll be working to resolve. You could be resolving these issues by calling the GBA, screensharing, helping with login issues over the phone, or by taking control of their computer.

The Job / Your Purpose

Provides remote phone, email and/or chat troubleshooting support for system applications, as well as customer requests (i.e. password resets), and record all information accurately in the ticketing tool.
Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, issue, system impacted, error messages, and attaching screenshots.
May be required to work in one or multiple work queues over various customer contact channels.
When new solutions are derived to resolve issues, Tier 1 agents will provide documentation to Support Desk leadership and/or create new Knowledge Base articles as needed.
Ensure compliance with all policies, procedures and timelines for ticket escalation and resolution.
May be required to lead System Setup Day

Qualifications / What You'll Bring

One to three (1 - 3) years of help desk/service desk experience.
Ability to accurately document and ticketing information with minimal errors and/or rework.
Must be able to work independently, achieve productivity goals, and manage one's time.
Strong written and verbal communication skills.
Attention to detail and a can-do attitude.
Must be able to work weekends

Compensation:

The anticipated starting hourly rate for this position is $15/hour. This is a contract position expected to last approximately 3-6 months.