Position Details
The Echelon Group is seeking a
Macon IN-OFFICE IT Support Team Leader.
The Team Leader will assist in the office with IT duties and equipment pick up and drop off. This will be on a rotational basis. When not supporting IT you will continue to work on your current program. .
Hours: Based on current shift. These duties can be performed within your current shift hours.
Deadline: End of business Wednesday, January 18th, 2023. We will begin the interview and selection process on Thursday, January 19th, 2023.
Responsibilities include, but are not limited to:
Handle inbound/outbound calls to/from customers.
Effectively communicate with customers via telephone and email.
Provide information in response to inquiries about technical support, product services and general customer service.
Obtain and evaluate all relevant information to handle inquiries and complaints.
Maintain customer records by updating account information.
Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner.
Contributes to team effort by accomplishing related results as needed.
Direct requests and unresolved issues to the designated resource.
Team Leaders will perform most of their function taking calls along with additional work related functions.
Process, and resolve basic correspondence items.
Communication via phone, email and other forms of communication with Customer Service Representatives and Program Manager.
Analyze customer inquiries on the phone and/or understand written correspondence.
Assist with employees receiving and returning equipment.
Assist with equipment trouble shooting.
Other duties, responsibilities, and job functions as assigned.
Additional Daily Tasks:
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Clock into Paychex
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Check email and respond accordingly at the beginning of your shift, continuously during your shift, and at the end of your shift
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Send EOD at the end of your shift
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All tasks assigned to The Echelon Group are up to date
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Document ALL IT issues using the appropriate guidelines
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Maintain Macon equipment inventory and communicate needs
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Identify any struggles or changes that need to be made