Responsibilities:

　　. Complete tasks assigned by the supervisor

　　. Complete tasks as outlined by your shift task assignment breakout role

　　. Complete checklists timely and initial when complete

　　. Monitor ALL tote systems/logs and have all pulled up during your entire shift, as outlined in the shift task assignment breakout

　　role.

　　. Assist other operators on your shift

　　. Fill out tickets thoroughly with all necessary/critical information

　　. Actively participate in bi-weekly 1:1s with supervisors, provide feedback on your performance, provide suggestions for

　　improvement and take an active role in your development as an operator.

　　. Take all breaks and lunches when scheduled

　　. SEVs: Participate in all aspects and be mindful during the call

　　. Set the next shift up for success

　　. Maintain a clean and organized hub

　　Essential Functions:

　　Responsible for creating a positive customer experience by professionally, accurately and efficiently handling incoming calls from customers and Field Operations to answer questions and/or assist in troubleshooting of communication equipment, consoles, terminals, boards/auxiliary odds boards, and other equipment.

　　Acts as a back-up operator to ensure the integrity of the clients system.

　　Monitor error logs, system alerts, and communication networks. Report errors per guidelines including escalation based on established protocols.

　　Responsible for data entry into scheduling system and validating the accuracy of the entries.

　　Efficiently and accurately completes all tasks on the daily checklist.

　　Acts as a project team member for assigned projects.

　　Performs User Acceptance Testing for new software versions.

　　Efficiently and accurately completes system configuration requests as assigned.

　　Monitor processing errors and perform preliminary troubleshooting. Escalate processing errors to the appropriate parties, when necessary.

　　Performs other duties as assigned.

　　. Phones:

　　. Log into phones within 10 minutes of your shift start time if your shift task assignment breakout role dictates phone duty.

　　. Provide excellent customer service, including identifying yourself and United Tote when answering the call, using the

　　customer’s name throughout the call, closing the call by asking the customer if they have any other needs or concerns

　　. Answer all calls timely

　　. Strive for one/first call resolution

　　. Enter every incoming call as a Service Desk ticket

　　. Use proper and polite etiquette when speaking

　　Email:

　　. Monitor all email on your shift, should you be assigned to Role 1 of shift task assignment breakout

　　. Enter every customer email as a Service Desk ticket (excluding Service Desk bounce backs)

　　. Use proper and polite etiquette when responding to email

　　. Provide updates to the customer for email requests (see shift task assignment breakout documentation for more details)

　　About TEKsystems:

　　We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

　　The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

　　We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.