Infinite Resource Solutions

6-month contract

Responsibilities of the role:
Summary: This is a hands-on keyboard role where Ideally, the candidate should be familiar with JAMF & GSuite software, administrative functions like password resets and familiar with MAC hardware. Client acquired a company about 2 years ago and is merging them into their platforms. This consists of about 80 Users - All Mac users and Cloud-based

- Need a resource that can help set up new passwords, day to day IT support, help with printers, configuration, help new hires with hardware, activate gmail
- Independent self-starter
- someone coming from a mixed support environment is fine, but need to be comfortable providing Mac support (adding new users, getting printers on the network, etc.)
- if they have worked with Jamf tool that is a plus

Summary of This Role

Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards.

Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas.

Maintain detailed and current knowledge of the company's/assigned client's products and services. Analyze customer service needs for communication to service and technical departments, when applicable.

Requires ability to navigate a computerized data entry system or other relevant applications.

What Part Will You Play?
Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients.

Provides standardized or scripted responses by utilizing basic user-friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes.

Enters required data into client provided systems and databases.

Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.

Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.

What Are We Looking For in This Role?
Minimum Qualifications:
High School Diploma or Equivalent
Typically No Relevant Experience Required

Preferred Qualifications:
Customer Service Experience Preferred

What Are Our Desired Skills and Capabilities?
Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.

Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.

Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.

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https://infiniters.com/solutions/digital-transformation/