Response Team Agent

Description

Who are we?

OKIN Process is a fun, fast paced environment focused on making operations function better for our clients by providing front and back-office outsourcing solutions. We assist established enterprises to manage and improve their business processes and scaling businesses to accelerate their business growth. We are the partner our clients turn to and trust to help constantly improve business processes and make work better.

Job Description:

Job Type: Full-Time 

Salary: $16.00 Per Hour  

Schedule: Day Shift, Monday-Friday 

Work Location: In-Office 

Summary:

The role of a Response Team (RT) Agent is critical to the success of the DVSS team. In this position you would be responsible for ensuring that all tickets are addressed, and updates are provided in a timely manner. RT Agents are responsible for communicating updates using various channels such as the ticketing system, chat, and web conferencing. The RT agent will perform Tier 1 troubleshooting to identify the root cause of an issue, if necessary, they will also escalate the ticket as needed. This role does not require advanced certifications or licenses.

Requirements

Duties Include:

• Diagnosing common user/system related issues 
• Keeping the impacted individual informed on the status of their ticket. 
• Escalating trouble tickets to Tier 2 and above as needed 
• Monitoring and tracking tickets until completion.? 
• Sharing best practices 
• Protecting Customer SPI and CPNI
• Continuous development of knowledge regarding relevant products and services

Qualifications:

• Proficiency with MS Office/G-Suite is mandatory. 
• Excellent verbal and written communication skills 
• Must have excellent organizational skills. 
• Effective Time Management skills 
• Problem solving skills 
• Ability to handle stress and meet deadlines. 
• Attention to detail. 
• Strong team collaboration skills 

Nice to Haves:

• Entry level Helpdesk experience?
• Experience with government contracts is preferred, but not required.
• Experience with PEGA and Salesforce is preferred, but not required. 

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

This is a fantastic opportunity to join our company at a time of exciting growth and change. As an early member of our developing team, you'll be instrumental in achieving our next period of expansion. If you possess determination, motivation, and a strong desire to succeed, your achievements at OKIN Process will know no limits! Eager to know more? Become a part of our team!