Information Center Agent
Job Description
Working in a call center focused on resolving computer user problems, an Information Center Agent communicates with stakeholders using a telephone and/or electronic means, determines what service is needed, and enters the pertinent service information into a computerized ticketing system, and resolves common problems, and escalated more difficult problems. Stakeholder satisfaction is at the forefront of our goals. Our stakeholders include, but are not limited to, students, staff, faculty, internal and external associates, peers, colleagues and community members.
Required Qualifications
- Ability to perform all duties with professionalism, courtesy, and tact in a stressful call center environment
- Demonstrated strong communications skills to receive, record, and transmit information
- Demonstrated computer competency in a Windows environment with emphasis on Outlook and web-based applications
- Demonstrated ability to manage multi-line phones and the ability to multi-task
- Ability to interface with stakeholders using the telephone and computer-based tools such as email or chat while utilizing customer service skills to include customer needs assessment and evaluation of customer satisfaction
- Proven ability to work cooperatively with others, to be a part of a team, to work together and a willingness and ability to document knowledge and share with others
Preferred Qualifications
- Experience in a technical call center
- Experience with trouble ticketing software
- Technical writing skills
- Familiarity with network management software
Review Date
October 10, 2019
Additional Information
The position is for night shift working a schedule of Sunday through Thursday from 12:00 a.m. to 9:00 a.m. (8 hours working and one hour unpaid lunch). The successful Candidate will be required to have a criminal conviction check
About Virginia Tech
Virginia Tech is a public land-grant university, committed to teaching and learning, research, and outreach to the Commonwealth of Virginia, the nation, and the world. Building on its motto of Ut Prosim (that I may serve), Virginia Tech is dedicated to InclusiveVT—serving in the spirit of community, diversity, and excellence. We seek candidates who adopt and practice the Principles of Community, which are fundamental to our on-going efforts to increase access and inclusion, and to create a community that nurtures learning and growth for all of its members. Virginia Tech actively seeks a broad spectrum of candidates to join our community in preparing leaders for the world.
Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or veteran status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.
If you are an individual with a disability and desire accommodation please contact the hiring department.