253 Call Center Agent jobs in Cleveland

• Act as subject matter expert for all users on any issues with Office 365 including Set-up, documentation, training development and training delivery, rollouts and ongoing problem resolution
• Serve as an administrator on Office and Office 365 applications
• Manage help desk for third party independent consultants including management of major roll-outs to the network. Roll-outs include communication planning, roll-out testing, training creation, training delivery, and ongoing support. If applicable, manage roll-out support resources through planning of work assignments, training, and ongoing problem resolution support.
• Provide user support in all time zones and serve as SME for Office 365, Office Products, Ring Central, Video Conferencing, and Service Engine.
• Create troubleshooting guide for one off situation to share knowledge with the team members.
• Routine activities include, troubleshooting end user requests, and working with the business to understand how they use various applications
• Duties also include configuration and setup of enterprise applications, testing of upgrades and patches to software applications and handling incidents and service requests

• Bachelor's degree or equivalent experience
• 3+ years of related experience
• Debugging or troubleshooting experience
• Using Windows and MAC operating systems
• Office 365, and Office Suite
• Active Directory / Azure Active Directory
• Mobile device support
• Application configuration and administration in a Microsoft environment
• Salesforce Administration

• Ability to speak and write in English in all business communications
• Ability to work in a team environment
• Critical thinking
• Ability to translate customer/process requirements to application configuration/implementation
• Outstanding communication and documentation skills

• Bi-lingual in Spanish (to support our friends in Costa Rica and Mexico)
• Networking administration
• Hardware support
• SharePoint

• Hybrid work model with some in-office and work from home time
• Monthly parking allowance
• Generous benefits package: medical, dental, vision, 401(k), etc.
• Casual dress code
• And most importantly: a passionate, friendly team of coworkers who work hard and love working here!
• The salary range for this role begins at $40,000 and will be determined based on qualifications and experience

• Act as subject matter expert for all users on any issues with Office 365 including Set-up, documentation, training development and training delivery, rollouts and ongoing problem resolution
• Serve as an administrator on Office and Office 365 applications
• Manage help desk for third party independent consultants including management of major roll-outs to the network. Roll-outs include communication planning, roll-out testing, training creation, training delivery, and ongoing support. If applicable, manage roll-out support resources through planning of work assignments, training, and ongoing problem resolution support.
• Provide user support in all time zones and serve as SME for Office 365, Office Products, Ring Central, Video Conferencing, and Service Engine.
• Create troubleshooting guide for one off situation to share knowledge with the team members.
• Routine activities include, troubleshooting end user requests, and working with the business to understand how they use various applications
• Duties also include configuration and setup of enterprise applications, testing of upgrades and patches to software applications and handling incidents and service requests

• Bachelor's degree or equivalent experience
• 3+ years of related experience
• Debugging or troubleshooting experience
• Using Windows and MAC operating systems
• Office 365, and Office Suite
• Active Directory / Azure Active Directory
• Mobile device support
• Application configuration and administration in a Microsoft environment
• Salesforce Administration

• Ability to speak and write in English in all business communications
• Ability to work in a team environment
• Critical thinking
• Ability to translate customer/process requirements to application configuration/implementation
• Outstanding communication and documentation skills

• Bi-lingual in Spanish (to support our friends in Costa Rica and Mexico)
• Networking administration
• Hardware support
• SharePoint

• Hybrid work model with some in-office and work from home time
• Monthly parking allowance
• Generous benefits package: medical, dental, vision, 401(k), etc.
• Casual dress code
• And most importantly: a passionate, friendly team of coworkers who work hard and love working here!
• The salary range for this role begins at $35,000 and will be determined based on qualifications and experience

The Tier 1 Help Desk IT Specialist will be responsible for providing technical assistance and support related to computer systems, hardware, software, and network issues for a public sector client. This position will primarily operate within the ServiceNow platform to log, track, and resolve IT support tickets. The Tier 1 Help Desk IT Specialist will serve as the first point of contact for employees seeking technical assistance and will escalate issues as needed to Tier 2 support personnel.

This is a remote position.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS146, T2, Band 5

Job-Specific Essential Duties and Responsibilities:

- Professional Communication: Tier 1 staff are expected to maintain professionalism in all forms of communication with customers, Tier members, and associated contacts.

- Understanding of Help Desk Process: Ensure a complete understanding of the client's Help Desk process, including ticket assignment, categorization, proper escalation, and resolution.

- Issue Reporting: Bring any issues concerning employees to the attention of the Help Desk Team Lead, who will then notify the Help Desk Manager.

- Clear Communication: All written and verbal communication to all parties must be clear, concise, appropriate, and understandable.

- Systems Health Check: Conduct a systems health check every business day at 7 am and report findings to designated email recipients, primarily the operations team.

- Utilization of FAQs and Knowledge Base: Utilize provided FAQs and knowledge base to promptly address or route tickets, with the goal of resolving as many tickets on first contact as possible.

- Phone Answering Protocol: Use a provided script for answering phones for every incoming call to the Help Desk.

- Ticket Handling: Be prepared to handle tickets via email, phone, or other channels as they come into the Help Desk. Retrieve tickets at designated intervals throughout the business day.

- Understanding of Ticket Management System: Possess a complete understanding of the OTS Ticket management system used by the client's Help Desk.

- Information Gathering and Transfer: Obtain and provide all necessary information for tickets to be worked properly. Contact the client's employees who submitted tickets to obtain missing information prior to transferring tickets.

- Documentation: Include all information submitted by ticket submitters, including screenshots and attachments, when transferring ticket information to other parties. Document all communication regarding a ticket in the ticket management system in a timely manner.

- Security Access Requests: Ensure hard copy security access request documents have correct signatures before transferring to the next level for processing.

- Timely Communication: Communicate with all parties efficiently and timely to obtain necessary information.

- Ticket Transfer Coordination: Coordinate the transfer of tickets between Help Desk tiers/groups, including external Help Desks, to mitigate confusion/disagreements between parties.

- Aging Ticket Management: Ensure aging tickets (tickets over 5 days old) are actively addressed by daily follow-ups with assigned personnel.

- Acknowledgment of Requests: Acknowledge, with return communication, receipt and completion of requests for action from all parties.

- Defect and Resolution Approach Communication: Contact client's employees if another Tier identifies issues as defects, change requests, or other resolution approaches using provided scripted email resolution.

- Survey Response Review: Conduct a daily review of incoming ticket survey responses and follow up with client's employees needing further assistance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- Resolution Response Review: Conduct a daily review of all resolution responses from all Tiers to ensure quality assurance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- PII Recognition and Notification: Recognize and properly address Personally Identifiable Information (PII), following set protocols, and notify the Help Desk Lead, who will notify the Help Desk Manager.

- Out-of-Office Ticket Addressing: Address all tickets, including those assigned to other Tier 1 members who are out of the office, without delay.

- Urgent Ticket Handling: Recognize and address certain tickets as urgent, including but not limited to employee out-of-cycle pay requests, employee separation requests, OIG audit requests, and financial document processing issues.

Job-Specific Minimum Requirements:

- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

- 1+ years of work experience required.

- Proven experience in a technical support role, preferably in a Help Desk or Service Desk environment.

- Proficiency in using the ServiceNow platform for IT service management and ticketing.

- Strong knowledge of computer hardware, software applications, operating systems, and network protocols.

- Excellent troubleshooting and problem-solving skills with the ability to resolve technical issues efficiently.

- Effective communication skills with the ability to convey technical information clearly to nontechnical users.

- Customer-focused approach with a commitment to delivering high-quality IT support services.

- IT certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.

- Working Conditions:

- This position may require occasional evening or weekend work to support system upgrades or resolve critical issues.

-Contingent upon Individual's ability to obtain security clearance and approval of badging.

#techjobs #clearance

Minimum Requirements

TCS146, T2, Band 5

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

45,000.00

Maximum Salary

$

60,000.00

Honda of Middleburg Heights is hiring an Experienced Call Center/ Customer Service Representative

This Job is FOR YOU if you:

• Have Previous Call Center Experience
• Are comfortable interacting via the Phone for an 8 hour shift
• Excel in Customer Service and have Proven Communication Skills
• Appreciate training, a script to follow to ensure success and an aggressive pay plan to reward your efforts and achievements!

• Never Boring
• Hourly plus Generous Monthly Bonuses and Incentives!
• Excellent Benefits
• Fun and Exciting Work Environment

• Answer inbound calls from our own service customers and Set Appointments
• Respond quickly to internet, phone and live chat inquiries using email, scripts and templates.
• Follow up with customers as needed to reset any missed appointments
• Participate in team and process training sessions - keeping positive relationships with teammates, sales teams and dealership management.
• Utilize our computer tracking system daily.
• Previous Customer Service experience a must!
• Excellent computer skills required
• Valid Driver's License

• Medical, Dental & Vision Insurance
• 401K Plan + Match
• Paid time off and vacation
• Growth opportunities
• Paid Training
• Employee vehicle purchase plans
• Saturday Lunches
• Family owned and operated
• Long term job security
• Discounts on products and services

• Handle inbound calls
• Prepared to answer questions regarding
  • Taking payments
  • Problem solving
  • Refunds
  • Directions
  • Expectant Mothers Program
  • LEED Program
  • Group Account Program
  • Embrace and understand metrics to ensure you can maintain company standards on
    • Talk time, wrap time, availability time and others as determined by our Performance Management team
  • Ability to calmly defuse patients, visitors and employees escalations
• Handle intercom calls
• prepared to answer question regarding
  • Access
  • Badging
  • Assistance
  • Directions
  • Problem solving
• Additional duties as assigned

• Minimum 2 year of customer service experience required.
  • Preferably in a call center environment
• Possess solid verbal and written communications skills
• Proficient in Word, Excel, PowerPoint and Microsoft Office
• High School diploma (or equivalent) required
• Reliable transportation to and from work
• Good organizational and problem solving skills
• Ability to work independently and within established guidelines
• Ability to follow direction
• Ability to effectively work within a team

• Ability to stand and sit for long periods of time
• Vision: See in the normal visual range with or without correction.
• Hearing: Hear in the normal audio range with or without correction.