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Escalation Help Desk Agent

Location: Bethlehem
Posted on: May 15, 2022

Job Description:

Job DescriptionEscalation Agents address tickets that come from multiple sources; Inbound Team, Office of the President - ATT, Voice of the Customer, Email boxes, and AT&T Client Request. These tickets are accessed via an AT&T portal and addressed to drive resolution and a good customer experience. Agents will review calls, work through the AT&T Billers, provision credits, complete Upgrades/Add A Lines, Exchange/Return Devices, Check on Return Shipping, assist customer with Lost or Stolen Devices, etc. Escalations Agents are assigned tickets to work and track their work progress, document the accounts, interact with an email box, make outbound calls to customer, and receive inbound calls from customers. Escalations Agents need to be able to manage their workload, navigate multiple systems on their computer, be capable of call handling, and working a shift within the Hours of Operation on the program. Department Hours of Operation: Monday thru Sunday 9am to 9pm Eastern Systems Experience: Microsoft Office: Excel, Outlook, Word, Teams Chat Apps, Adobe, Notepad AT&T Systems: CRM, TLG, OPUS, OCE, etc. (if migrating or returning)

Keywords: SEQUENTIAL TECHNOLOGY INTERNATIONAL LLC, Bethlehem , Escalation Help Desk Agent, Sales , Bethlehem, Pennsylvania

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