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Ops Support/Desktop

Company: Peterson Technology Partners
Location: Charlotte
Posted on: November 11, 2019

Job Description:

Job Description: Integrated Service is an implementation underway for agency force. The purpose of the initiative is to route agent's service related calls received from customers to a call center. This will give agents more capacity to focus their efforts on new business. As part of this implementation, new phone systems will need to be installed in agencies nationwide. The role of the Care team is to be the contact point for all questions or concerns agents may have during the implementation and after (e.g. questions from assessment, how to use job aids, who to contact for bill, etc). The Care team will be heavily involved in:

  • Distribution and collection data from agents
  • Reviewing submitted data for accuracy
  • Follow up calls to agents about missing information or documentation
  • Reviewing results from pre-assessment questionnaire and analysis of the agent's current infrastructure
  • Performing pre- and post- conversion calls to agents and perform functionality testing and ensuring agents have everything they need for the implementation
    • Provide education on the new phone system and be a support escalation point of contact
    • Primary point of contact for agencies in order to coordinate the night of porting (partner with project teams and vendors)
      • Continuously report internally on agent's status A candidate interested in this role should have the following qualifications:
      • Intermediate knowledge of Windows Operating system and support
      • Intermediate for technical support
      • knowledge of VoIP technology a plus
      • Strong communication skills
      • Strong Customer Service skills
      • Capabilities to multi-task in a fast-paced environment
      • Ability to work in a team environment
      • Execute day to day activities by prioritizing work flow
      • Ability to organize data completely and succinctly (few words; concise)
      • Reporting Capabilities

Keywords: Peterson Technology Partners, Charlotte , Ops Support/Desktop, Other , Charlotte, North Carolina

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