Escalation Help Desk Agent
Company: SEQUENTIAL TECHNOLOGY INTERNATIONAL LLC
Location: Bethlehem
Posted on: May 15, 2022
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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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