Job Summary:

 

The NOC Agent - CSR is the initial point of contact for clients to report issues to the NOC. Issues are taken in via phone, email, chat, Customer Portal, or through our proactive monitoring systems & responsible for working within our ticketing system to document all interactions with the client.

 

  Primary Duties and Responsibilities:

 

Receive and track service requests from clients via phone, email, chat, Customer Portal, or automated ticket alerts. Create tickets for new service requests. Complete Technician Check-Ins for service tickets, including perform scope of work check, validate the technician has necessary tools and equipment and update the ticketing system. Make outbound calls for proactive monitoring of tickets. Work with team members as needed to ensure proper ticket entitlement/coverage. Adhere to all departmental and company-wide guidelines, practices, policies and procedures. Log and track issues using incident/problem management database (ConnectWise) with accurate, up to date information. Provide updates to clients on any changes to their service ticket. Communicate with prospective clients and refer them to Sales as needed. Determine when an issue requires escalation to a higher-level support member or    management.

 

Complexity:

 

Handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to clients.

 

Physical Working Environment:

Expected to be present in the office for five days a week, adhering to rotating shifts according to business needs, utilizing computers, monitors, and communication tools.

 

Job Qualifications:

 

Education/Certifications:

High School Diploma or Graduation.

 

 

Required Knowledge, Experience and Skills:

Ability to read and interpret documents such as SOP’s, operating instructions, and procedure manuals. Excellent communication skills, both verbal and written. Ability to empathize with clients' issues and provide clear, concise instructions. Patience and professionalism in handling customer inquiries and concerns. Experience in a customer-facing role preferred. Ability to solve problems and deal with variables in situations where limited standardization exists. Capability to work effectively in a team environment, collaborating with colleagues to ensure proper ticket coverage and resolution. Strong organizational skills to prioritize tasks and manage multiple service tickets simultaneously. Attention to detail in logging accurate and up-to-date information in incident/problem management databases. Open for feedback and direction. Commitment to following departmental and company-wide guidelines, practices, policies, and procedures. Understanding of the importance of maintaining compliance with industry standards and regulations. Ability to work efficiently and prioritize tasks to ensure timely resolution of service requests. Capacity to adapt to changing priorities and manage workload effectively. Strong interpersonal skills to build rapport with clients and colleagues. Ability to remain calm and composed in high-pressure situations. Demonstrates accountability, reliability & sense of ownership.