E-Solutions
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Level 1 Agent position includes taking calls, emails, chats, and managing various queues to assist end users with various hardware and software-related issues (e.g., password lockouts, resets, Microsoft Office 365 issues, issues with a number of various applications, PC/printer issues, etc.). SLA-driven processes and procedures are followed to complete troubleshooting where appropriate, achieve FCR when possible, or fully document the issue in an Incident or Service Request and route to the appropriate resolver team.Independently resolve tickets within SLAAdheres to standard operating procedures / work instructions