Tier One Support Agent

PGi is a global leader in virtual meetings. For 20 years, we have innovated technologies that help people meet and collaborate in more enjoyable and productive ways. Every month, we bring together over 15 million people in nearly 4 million virtual meetings. Headquartered in Atlanta, PGi has a presence in 24 countries worldwide. For more information, visit us at http://www.pgi.com.

Compensation:

$14.53 per hour + full benefit package!

Job Summary:

The Tier 1 Support Agent provides technical support to customers for unattended audio and web conferencing products.

Responsibilities:Provide Client support by answering inbound calls and determine client needs. Identify possible resolutions using established and/or general guidelines and protocols.Effectively communicate "real time" solutions that may involve multiple steps or alternatives to resolve issues with a non-technical client(s).Effectively defuse challenging client situations by using strong customer service skills.Identify when a situation requires escalation to Level 2 support.Provide appropriate client follow up in regards to open ticket resolution.Provide timely updates during down time/service outages.

Documentation/Reporting ActivitiesAppropriate and timely use of ticketing tool.Notify appropriate level of newly identified resolutions/issues to update troubleshooting resources.Complete shift transition duties. Communicate with incoming staff to ensure understanding of outstanding issues and to transfer ownership to ensure process is seamless to the client.

QUALIFICATIONS:

Education:

High School Diploma or GED

Experience:

One year of Tier 1 technical support in a call center environment. Experience troubleshooting multiple internet based products preferred.

Knowledge, Skill, Abilities:

· Knowledge of web collaboration tools, internet functionality, basic network, and telephony concepts.

· Understanding of file types and file delivery methodologies.

· Ability to use multiple resources, including web resources, to get current information to troubleshoot and analyze issues.

· Creative trouble shooting/problem resolution skills.

· Understanding of tcp/ip, firewall functionality, proxy server functionality, and SSL, basic email delivery protocols.

· Proficient in all MS Office applications and the aptitude to learn and apply new applications quickly and easily.

· Strong communication skills, written and verbal.

· Ability to listen empathetically to client(s).

· Ability to handle change.

· Strong organization, customer service & troubleshooting skills with an attention to detail.

· Ability to multi task, organize/prioritize needs to meet deadlines.

· Able to work independently and/or within a team setting.

· Ability to analyze data and formulate resolutions.

· Ability to take initiative and recommend improvements.

· Attention to detail with excellent research and troubleshooting skills.

AA/EOEM/F/D/VDrug-free Workplace

PGi participates in E-Verify. To learn more, please visit: http://www.uscis.gov