Transportation Call Center Contact Agent

divh2Transportation Call Center Contact Agents/h2p****Looking especially for English/Spanish speaking candidates./ppThe Atlanta Public School System is seeking the service of a Transportation Call Center Contact Agent to provide direct first-line level 1 service desk support to APS schools and administrative locations./ppThe Transportation Call Center Contact Agent will work with a team of other Transportation Call Center Contact Agents, under the general supervision of a Transportation Call Center Contact Agent Lead and a Transportation Manager who is responsible overall for the Call Center operations. Depending on the proficiency and level of expertise, the Transportation Call Center Contact Agent may be selected to be part of the level 2 support (within the service desk) to provide expert support to other analysts for critical issues or applications./ppScope of Work/Key Responsibilities:/pulliMonitor answer telephone system and take calls from Parents, Schools, Citizens/liliMake return calls to Parents, Schools and Citizens./liliLog all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact/liliEscalate incidents as dictated./liliTrack and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed/liliRemotely connect to user computers and assist with resolving issues as necessary./liliPerform proactive support activities including but not limited to: Provide support for APS IT projects (as needed)./liulliInstalling and setting up Air Watch on mobile devices/liliEnsuring that antivirus software installed on all machines and scans are completed routinely./liliUpdate user and asset information in database (as necessary)/li/ulliFollow established processes and procedures. Report to IT any suggestions that will improve process or make support easier or more efficient./liliMaintain exceptional customer service posture at ALL TIMES./liliDocument work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes./liliRecord and submit checklists or other documentation as may be required./li/ulpContract Duration:/pulli1 year (initial)/liliOption to extend annually - based on performance./li/ulpSkills and Qualifications:/pulli3+ years work experience (minimum) 5+ years preferred:/liliStrong customer service skills and phone etiquette/liliMaintain confidentiality/liliPrior experience with data entry on databases important/liliPrior experience in a call center preferred./liliMust have clean criminal record with the ability to pass finger-print background check/liliMust be authorized to work in the Unites States./li/ulpPersonal Attributes:/pulliCreativity and strong attention to detail/liliAbility to work effectively on tight deadlines, as necessary/liliExcellent command of English language/liliExcellent command of Spanish Language preferred/liliOral and written communication skills/liliExceptional customer service skills, including the ability to interact professionally with a diverse group of customers/liliAbility to work under pressure and stay calm/focused when working with irate customers or users/liliPositive, productive team player/liliDesire to learn new skills and improve/li/ulpEducation/Training:/pulliMinimum of Associate degree (preferred)/lili3+ years experience in customer service telephone call center. Equivalent combination of education and experience will be considered./li/ulpWork:/ppThis work will be completed on-site at the Atlanta Public Schools Transportation Department, Metropolitan Compound, 1661 Metropolitan Parkway SE, Atlanta, GA, 30316. The Transportation Call Center Contact Agent would need to work Monday thru Friday (between the hours of 10:00 a.m. 6:30 p.m.), except on district holidays. Parking will be off-site./ppLeadership:/ppThe Transportation Call Center Contact Agent will take day-to-day direction from the Service Desk Team Lead and the IT Service Operations Specialist who has overall responsibility for the Service Desk Operations. He/she will be responsible for providing regular updates as needed and meeting the deadlines imposed by the district./ppSubmissions:/pulliCandidate Resume/profile/li/ulp****Looking especially for English/Spanish speaking candidates./ppBackground Verification (Suppliers shall use Info Cubic (IC) for background verifications.)/ppUpon candidate selection: - APS will place notification on the proposal providing detailed instructions for additional live scan fingerprinting and next steps./ppAgency Certification(s)/ppPlease read and understand the following statement carefully: - I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee./ppDo you agree with the above statement? - I Agree/ppBreak Out Invoice By/ppBreakout Invoice By - TRANSPORTATION/ppType - Category - Qualification - Description - Competency - Required/ppSkills - Others - call center experience - 3+ years experience in customer service telephone call center. Equivalent combination of education and experience will be considered./p/div