Status: Contract Assignment

Position: Finance Service Desk
Duration: 6 months

Location:  Remote

Pay Rate: $22/hour

Working Percentage Details :
Full-time 40 hours/week position. Need to have a flex work schedule. Work schedule can range anywhere from 7a - 7p (CT) M-F.

Role Responsibilities :
• Perform daily tasks from an assigned escalation queue to resolve callers' inquiries on a Tier II level.
• Proactively monitor and manage the incident tracking and escalation system (ServiceNow) by way of regular review of assigned incidents and/or requests checking for actions already taken, the accuracy of ticket categorization, and service delivery urgency.
• Take ownership of tickets based on assigned SME application of priority assignment, time in the queue, while representing the caller by documenting concerns and urgencies with appropriate Referral Resource teams for prompt resolution.
• Ability to identify potential issues trending quickly and effectively then distribute the findings to support analysts for understanding via alerting and posting through internal communication channels as well as Microsoft Teams channels for awareness.
• As needed, work directly with Level 3 teams directly to follow up on tickets escalated that required additional research outside of Level 2 support (Customer Advocacy).
• Effectively work independently with little or no direct supervision to meet the team and individual Key Performance Indicator metrics.
• Cross-train and provide backup support to teammates with other areas of expertise.
• Proactively being in the right place at the right time to assist as needed (assist with overflow of Level 1 call volume in peril situations).

Required Education, Qualifications, and Experience Settings :
• Degree preferred.
• Communication skills (Verbal and Written), Proactive listening, Detail oriented and Multi-tasking abilities.
• Strong problem-solving, analytical, and negotiating skills.
• Work independently or in a team environment to analyze escalated issues, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution.
• Interpersonal skills to interact with professionals both on a Technical and Non-Technical level.
• Experience in resolving more complex issues and retaining ownership through resolution.
• Familiar with a Contact Center environment using a ticketing/escalation system (ServiceNow, Salesforce, etc.).
• Organizational skills to adapt to sudden change. Ability to change direction at any given time.
• Basic knowledge of MS Office applications (Outlook, Word, Excel).
• Familiar with Windows 10 environment.

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