Transportation Call Center Contact Agent

Job Description

We have a position for a Transportation Call Center Contact Agent with one of our clients in Atlanta, GA for an initial contract duration of 2 months. US citizens and all those authorized to work in the US are encouraged to apply.

The 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.

Scope of Work/Key Responsibilities:

• Monitor answer telephone system and take calls from Parents, Schools, Citizens
• Make return calls to Parents, Schools and Citizens.
• Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact
• Escalate incidents as dictated.
• Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed
• Remotely connect to user computers and assist with resolving issues as necessary.
• Perform proactive support activities including but not limited to: Provide support for Clients IT projects (as needed).
• Installing and setting up Air Watch on mobile devices
• Ensuring that antivirus software installed on all machines and scans are completed routinely.
• Update user and asset information in database (as necessary)
• Follow established processes and procedures. Report to IT any suggestions that will improve process or make
• support easier or more efficient.
• Maintain exceptional customer service posture at ALL TIMES.
• Document work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledge base purposes.
• Record and submit checklists or other documentation as may be required.