Service Center Agent Wanted (Midtown, NYC) New York City

Amplify Access is looking for talented and motivated Service Center Agents to join our growing technology team.

The Service Center Agents are key members of the Service Center, a cross-disciplinary group responsible for supporting customers in the use of the Amplify Tablet and related services. Service Center Agents receive reports of issues; diagnose problems, then work to resolve those issues. Service Center Agents leverage a Knowledge Base, plus the resources found within a larger technology team to help customers. Issues are reported by phone and email and from within the tablet itself. Also, customers may report issues through an online community forum.

Service Center Agents will become well versed in all aspects of the technology that powers the Amplify tablet to be able to understand the customer's issue and work to quickly diagnose and resolve that issue. This position is also responsible for working with school district IT staff, Sales Team and internal Amplify staff for demo and sales support in providing tablet solutions. Day-to-day responsibilities include answering technical questions, staying abreast of software upgrades, and developing knowledge base topics to successfully support the implementation and on-going management of Amplify technologies.

This is an outstanding opportunity for an ambitious person to enter a fast-growing, mission-oriented company.


Responsibilities of the Service Center Agent:

Become an expert in the use of the tablet and related tools
Continuously improve knowledge of technology powering the tablet, including Android Operating System, networking, hardware, and mobile device management
Handle customer inquiries both over the phone and by email
Become an expert at Salesforce, the ticketing and CRM system for the Service Center
Prioritize issues in accordance with their severity and SLA (Service Level Agreement)
Participate actively in on-going trainings to stay abreast of enhancements to the product
Quickly escalate issues that are not documented in the Knowledge Base
Document all call information according to standard operating procedures
Contribute positively to the continual improvement of Service Center systems, including team training, ticketing, documenting resolution of issues, and overall team culture

Basic Qualifications of the Service Center Agent:

Bachelor's degree, or equivalent experience
Proven knowledge of office software including Google Docs and Microsoft Office (Excel, Word & Powerpoint)
Proven written and verbal communication, research skills, ability to read technical documentation
Demonstrated ability to think critically to solve problems
Ability to work under pressure and in a high-stress environment
Proven analytical, organizational and time management skills

Preferred Qualifications of the Service Center Agent:

Desire to learn new technology, including but not excluded to Android Operating System, networking, connectivity, Internet protocol, and mobile applications
Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and details
Excellent interpersonal skills

Apply Here: http://ch.tbe.taleo.net/CH14/ats/careers/requisition.jsp?org=WIRELESSGENERATION&cws=1&rid=3699

Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

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