We're excited you've considered to Be More with iQor.
From Customer Interactions to Product Support, we'll help you reach, stretch and realize your potential.
Grow More with your own customized career path.
Learn More with award-winning training.
Earn More with industry-leading compensation.
And Care More in a culture that treats you like family and gives back to your community.
A world of opportunity is waiting.
Let's get started!
Job Summary:
**Responsibilities**:
- Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively, making customer issues a priority.
- Maintain timely status of Incidents, Requests and Alerts to ensure effective communication to the iQor user community.
- Ensure support activities are monitored, logged, tracked and resolved appropriately and in a timely manner.
- Utilize Remote Connectivity Application to support user.
- Answer incoming Information technology calls in a timely manner, discusses problems with users, evaluates and prioritizes Incidents.
- Identifies, researches, isolates and resolves Information Technology Incidents and Service Requests.
- Escalates calls to the appropriate technical, professional and or service personnel for service, repair and follow-up.
- Utilizes call tracking system
- Provide end-user training as required/assigned.
- Develops and maintains processes, procedures, and documentation.
- Participate in the exchange of ideas and information within the department.
- Asks questions; encourages input from team members.
- Provides regular updates to appropriate managers.
- Identifies creative ways to reduce cost by streamlining processes and systems (i.e.
modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
- Assure that procedures and work instructions are efficient and not redundant.
- Offers new ideas and suggestions for improvement.
Identify and implement new practices and processes that are "best in field".
- Confers with reporting manager on complex or unusual situations.
- Establishes new measurement systems if/where possible.
- Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
- Ensures 100% adherence to all company policies and procedures (i.e.
Health, Safety and Quality).
- Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to iQor or customer specific.
- Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
- Maintains discretion and confidentiality in all areas pertaining to the IT systems.
- Understands and embraces the business and IT strategic direction.
- Performs other duties as assigned.
Skills Requirements:
- 3 or more years of work-related experience required, preferably in IT or Customer Service.
- Bi-Lingual preferred.
Education Requirements:
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
Physical Requirements:
Occasionally exert up to 10 lbs.
of force to push, pull, lift or otherwise move objects.
Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal.
Type and/or sit for extended periods of time.
Schedule:
- Rotational shift