Job Description
Provide support for technical issues/requests/questions in a 24/7 call center environment. Productivity and performance is managed through real-time metrics, call/chat monitoring, and individualized performance scorecards.
Competitive market salary of at least $45,700 per year to $57,000 per year, depending on qualifications and experience. Pay amount does not guarantee employment for any particular period of time.
For eligible Leadership and individual contributor roles, opportunities for additional incentive compensation awarded at discretion of the Company.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Work all inbound support channels (calls and chats) and provide a single point of contact for any technical issue, request or question that comes from the Customer
Analyze simple to moderate issues and determine appropriate technical area or vendor to resolve problems
Maintain written documentation for each call; escalate complex problems to the next level of support as required by documented procedures; communicate efficiently and effectively with Customers
Display empathy and hospitality to callers' needs and situations
Use and update knowledge management actively to resolve issues
Analyze the impact and urgency of the Customers issue or request and facilitate implementation of the appropriate solutions
Maintain compliance with required training and published service desk procedures
May perform other job duties as directed by Employee's Leaders
Job Requirements
Knowledge of support procedures, processes, and service management tools
Knowledge of business applications and their impact on business functions
Skilled in organization, communication, and prioritization
Ability to work all support channels while providing effective Customer Service
Ability to perform accurate problem diagnosis and resolve moderately complex IT problems rapidly and effectively
Ability to work any Service Desk shift (7x24x365)/Shifts bids occur multiple times per year
Ability to understand and to meet individual and Service Desk metrics
Skilled in PC hardware, Windows 10, O365, Active Directory, Outlook/Exchange SMS, and MS Office Suite, iOS, and Android mobile devices
Skilled in LAN, WAN, wireless networks
Skilled in VDIs and Citrix
Required: High School Diploma or GED
Required: Entry-level experience; developing skills and knowledge in ITIL methodology
Preferred: ITIL Foundations Certification
Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
Ability to communicate and interact with others in the English language to meet the demands of the job
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines
OTHER QUALIFICATIONS
Job Details
Company: Southwest Airlines
Employment Type: Full-time
Job Location: Dallas, Texas, United States
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