Alorica Helpdesk Agent - Level 2 in Lake Mary, Florida
- GET TO KNOW ALORICA*
At Alorica, we only do one thing—make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with hundreds of thousands of employees across the globe.
- JOB SUMMARY*
Your mission (should you choose to accept it) is to provide technical support for customers. When it won’t turn on, when it won’t turn off, or when the screen does that weird blinky thing—that’s when they’re going to be calling you!
You’re literally the voice of our client’s brand, and a strong relationship between our clients and their customers starts with you. So only the awesome need apply.
- KEY JOB RESPONSIBILITIES*
The Helpdesk Agent's role is to ensure proper desktops, portables, peripherals (i.e., printers and projectors) and software operation so that end users can accomplish business tasks. You will:
As the first point of contact for technical customer escalations, you will provide direct support for frontline agents to resolve customer cases
Track and own customer issues with end-to-end ownership through final resolution
Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner
Help drive and coach business on Key Performance Metrics
Utilize knowledgebase, FAQs, peers and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently
Identify and learn appropriate software and hardware used and supported by the organization
- WHY JOIN ALORICA?*
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much—that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.
Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.
But please, allow us to entice you further! As an Alorica employee, you may receive:
Flexible training schedules
Medical and dental benefits
Paid time off
Paid holiday and sick time
Retirement planning options (401(k))
Employee discounts through client programs
Working at Alorica means potentially having the freedom to explore all kinds of career options—from customer service, training and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed—because when you’re at your best, that’s when we’re at /our/ best.
So what do you say? Ready to take the next step?
2-4 years of experience in an IT service desk and customer service environment
CompTIA certifications; including A+, (Cloud+ and Server+ preferred)
Strong troubleshooting and critical thinking skills
Positive and professional demeanor
Experience with both desktop and server operating systems
Extensive knowledge of diagnostic tools and techniques
Exceptional written and oral communication skills
Strong interpersonal skills with a focus on rapport building and teamwork
Regular attendance is essential
Knowledge, Skills and Abilities:*
Stellar customer service skills – and an overwhelming desire to make lives better, one interaction at a time
Ability to use phone and computer systems
Excellent oral and written communication skills
Strong listening/comprehension skills
Ability to stay composed and objective
Conversational, patient and confident, with a positive attitude
A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off
Constant usage of phone and computer systems
Constant sedentary work. You’ll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you.
/ DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job./
- TAKE THE NEXT STEP*
Let’s make lives better. Let’s defy the status quo. And let’s go beyond thinking outside the box – and decide to obliterate the box instead.
You ready? Let’s do this.
- About Alorica:*
Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.