As an iVox Solutions Help Desk Agent (Entry Level) you will be responsible to support local and Work at Home Call Center Agents via in-person, phone, chat, and other methods of communication support. This role requires working on-site in the Port St. Lucie headquarters. In this role, you will interact with employees working from their virtual home environment or on-site, troubleshooting basic technical issues with their company-issued devices and Client provided systems.

PRIMARY RESPONSIBILITIES:

• Support Computer users with a wide array of issues that arise during their daily shifts.
• Primarily supporting work at home employees, but also available for on-site concerns as needed
• Qualifying if the issue is an iVox, Work at Home User Internet, or 3rd party technical issue
• Troubleshoot windows PCs and components
• Troubleshooting company used software
• Troubleshoot remote user connections
• Provide basic assistance with setup of home equipment provided by iVox to virtual agents
• Additional tasks as assigned

KEY COMPETENCIES:

• Punctual, Reliable, Meticulous
• Ability to work effectively with personnel on all levels
• Ability to communicate effectively in both oral and written form
• Ability to explain technical concepts in non-technical terms to staff
• Read, interpret and follow instructions
• Easily adapt to changes in policies and procedures
• Ability to work independently and as a team member
• Ability to establish and maintain cooperative working relationships with all those contacted during the course of work
• Ability to maintain a calm demeanor in stressful situations

Physical Requirements:

• Prolonged periods of sitting, standing, and crawling as needed to troubleshoot equipment
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components
• Exposed to a regular flow of people around the office
• The noise level in the work environment is usually moderate
• Frequently assigned to changing priorities
• Strong hand-eye coordination ability as well as the strength and stamina needed for jobs that can include lifting up to 50 lbs

Education Requirements:

• High School Diploma or Equivalent
• Working knowledge of Windows PCs and Software
• A+ Certification and/or 2 years’ experience preferred

EMPLOYMENT REQUIREMENTS:

• Possession of valid driver’s license
• Background check, including employment verification, criminal history required as well as drug screen
• Punctual, meticulous and reliable
• Schedule Flexibility AM/PM, Weekends and Weekdays where needed.
• No written warnings or higher in the past 3 months if currently employed by iVox