tam2005
04-03-2008, 01:49 PM
This position is Work From Home--2 Positions available to cover the hours of 7am EST to 7pm PST.
MV Transportation is the fastest growing and most dynamic transportation management firm in the nation. Under the continuous ownership of the original founders, Feysan and Alex Lodde, MV is now the largest woman and minority owned passenger transportation management firm in the United States. Are you looking for one of the best career choices available? MV should be on the top of your list. Our company is a leader in the industry and a great place to work. Our success is attributed to our employees and our exceptional management team. We welcome your interest in our firm as we continue to build our reputation as a desirable employer.
MVTs Technology Services Team (help desk) is responsible for helping MVT internal customers achieve and sustain the availability of information systems that support their critical business processes as per IT service level agreements (SLA).
Technology Service Agents (TSA) are responsible for incoming support requests via telephone, voice mail or e-tickets. Their performance goals include fast, accurate problem resolution or escalation.
CORE FUNCTIONS:
Handle inbound & outbound telephone, voice mail, email, and fax communications.
Professionally communicate with Customers while identifying problem resolution or educational opportunities.
Maintain a high level of Customer Service expertise with phone and email communications that consistently meet & exceed established quality standards.
Maintain a detailed knowledge of concepts, practices, and procedures used within the Technology Services Support Center.
Remain fully aware of the availability of all products and services in the company so that every opportunity to meet our customers needs is taken.
Manage to meet or exceed defined group goals, including but not limited to:
o 1st Call resolution
o Live call answer rate
o Mean time to resolve (applied and elapsed)
Prioritize work, as well as escalations of particular problems as required.
Understand the role and responsibilities of a TSA. Facilitate the adoption of the processes and procedures used in service delivery.
Monitor your performance, and assimilate feedback to improve qualitative and statistical performance.
Respond to any surveys reporting that an issue was not solved to the customers satisfaction.
MINIMUM TECHNICAL SKILLS:
Working knowledge of Microsoft Office (all versions)
Microsoft Exchange Knowledge
Experience with Active Directory domain controllers
Setup/Configure Email Accounts
Change/Reset Network Passwords
Install Software Remotely Office/Adobe/Anti-virus/Cisco Products/etc
Ability to troubleshoot Scanner Issues
Ability to troubleshoot Network Accessible Printer Issues
Understand Basic Error Messages
Handle Standard Windows Updates
Assist with Printer issues such as installing a toner/drum cartridge
Enable Wireless Network Access for Laptop Users
Understand remote access and connectivity using VPN
Ability to use remote support to analyze and expedite problem resolution
PREFERRED SKILLS/ABILITIES &KNOWLEDGE:
Strong interpersonal skills and the ability to listen and explain solutions to non-technical users in a concise manner.
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner.
Ability to communicate with all levels of management and company personnel.
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work independently
Above average time management skills
Ability to work with others to resolve problems, handle requests or situations
Ability to work in a virtual team environment
OTHER QUALIFICATIONS:
Qualified candidates will posses a minimum of 1-2 years experience as part of a Customer Quality, workforce management, IT, project management, training or other call center operational team. Demonstrated ability to write professional business communications, suitable for customer communication, following established grammatical standards and business etiquette.
Pre-employment drug screening and background check is required. MV Transportation is an equal opportunity employer
Apply Here (http://www.jobpath.com/CSH/Details.aspx?did=J8G1YT77CDGWXLD22VL&cbsid=b48286f1d6b2462d8ca30efdff097956-260531588-X6-2&csh=CSH_MVTRANSIT&cbRecursionCnt=3)
MV Transportation is the fastest growing and most dynamic transportation management firm in the nation. Under the continuous ownership of the original founders, Feysan and Alex Lodde, MV is now the largest woman and minority owned passenger transportation management firm in the United States. Are you looking for one of the best career choices available? MV should be on the top of your list. Our company is a leader in the industry and a great place to work. Our success is attributed to our employees and our exceptional management team. We welcome your interest in our firm as we continue to build our reputation as a desirable employer.
MVTs Technology Services Team (help desk) is responsible for helping MVT internal customers achieve and sustain the availability of information systems that support their critical business processes as per IT service level agreements (SLA).
Technology Service Agents (TSA) are responsible for incoming support requests via telephone, voice mail or e-tickets. Their performance goals include fast, accurate problem resolution or escalation.
CORE FUNCTIONS:
Handle inbound & outbound telephone, voice mail, email, and fax communications.
Professionally communicate with Customers while identifying problem resolution or educational opportunities.
Maintain a high level of Customer Service expertise with phone and email communications that consistently meet & exceed established quality standards.
Maintain a detailed knowledge of concepts, practices, and procedures used within the Technology Services Support Center.
Remain fully aware of the availability of all products and services in the company so that every opportunity to meet our customers needs is taken.
Manage to meet or exceed defined group goals, including but not limited to:
o 1st Call resolution
o Live call answer rate
o Mean time to resolve (applied and elapsed)
Prioritize work, as well as escalations of particular problems as required.
Understand the role and responsibilities of a TSA. Facilitate the adoption of the processes and procedures used in service delivery.
Monitor your performance, and assimilate feedback to improve qualitative and statistical performance.
Respond to any surveys reporting that an issue was not solved to the customers satisfaction.
MINIMUM TECHNICAL SKILLS:
Working knowledge of Microsoft Office (all versions)
Microsoft Exchange Knowledge
Experience with Active Directory domain controllers
Setup/Configure Email Accounts
Change/Reset Network Passwords
Install Software Remotely Office/Adobe/Anti-virus/Cisco Products/etc
Ability to troubleshoot Scanner Issues
Ability to troubleshoot Network Accessible Printer Issues
Understand Basic Error Messages
Handle Standard Windows Updates
Assist with Printer issues such as installing a toner/drum cartridge
Enable Wireless Network Access for Laptop Users
Understand remote access and connectivity using VPN
Ability to use remote support to analyze and expedite problem resolution
PREFERRED SKILLS/ABILITIES &KNOWLEDGE:
Strong interpersonal skills and the ability to listen and explain solutions to non-technical users in a concise manner.
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner.
Ability to communicate with all levels of management and company personnel.
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Ability to work independently
Above average time management skills
Ability to work with others to resolve problems, handle requests or situations
Ability to work in a virtual team environment
OTHER QUALIFICATIONS:
Qualified candidates will posses a minimum of 1-2 years experience as part of a Customer Quality, workforce management, IT, project management, training or other call center operational team. Demonstrated ability to write professional business communications, suitable for customer communication, following established grammatical standards and business etiquette.
Pre-employment drug screening and background check is required. MV Transportation is an equal opportunity employer
Apply Here (http://www.jobpath.com/CSH/Details.aspx?did=J8G1YT77CDGWXLD22VL&cbsid=b48286f1d6b2462d8ca30efdff097956-260531588-X6-2&csh=CSH_MVTRANSIT&cbRecursionCnt=3)