Job Description

Agent – Onity

Essential Job Functions:

• Take customer and agent calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Ability to follow and read wiring diagrams with AC conversion to DC and grounding principles.
• Provide electronic product and application end-users with operational and technical assistance. Determine call resolution and log calls. Generate product replacement orders and troubleshoot and resolve customer technical issues.
• Provide technical support via telephone and/or email to end-users and administrators of Onity hospitality and/or commercial products and systems in a timely and effective manner while projecting a courteous and professional image.
• Develop and maintain an excellent working knowledge of electronic products, billing and collections processes, and database applications. Apply established customer satisfaction skills to resolve issues with end-users and create a positive image. Follow call-handling procedures to assure uniform support within the goals of the department.
• Meet call handling, volume, and productivity goals in an inbound call center environment.
• Experience in setting up hardware and software systems, basic reading and editing SQL scripts; experience working with databases (scripts, queries, stored procedures, QA) preferable only.

Minimum Job Requirements:

• High School diploma or GED

Preferred Qualifications:

• Basic SQL Database reading and editing preferred.
• PC systems knowledge required (Windows 7-10) (DOS and XP welcome but not required) Excellent listening skills and ability to assess and respond to customers’ and agents’ needs.
• Must be able to effectively communicate with customers and agents via telephone.
• Detail-oriented with the ability to keep accurate records of communication with customers and agents.
• Ability to rapidly learn and assimilate new technologies.
• Ability be able to work a flexible shift, including weekends and evenings if needed. Must be able to sit and/or stand throughout an 8-hour day.
• 1+ years communicating via telephone and in-person with coworkers.
• Must be able to type minimum 35 WPM.
• 1+ years’ Technical Support/Call Center/Help Desk experience.
• 6+ Months IP Networking required.

RSRCAR

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