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DATE ADDED: Thu 27/09/2018

Service Support Rep 2

Augusta, USA


Job Description


This is a technical dispatch role - $13.50
Duties will include dispatching, break/fix dispatching, coordinating with field engineers, handling service requests and scheduling, etc.

Possibility for Contract To Hire, based on performance
Key Qualifications:
·Experience 1 to 3 Years (handling calls)
·Excellent communication (verbal and email)
·Willingness and ability to work in shifts.
·Multitasking and coordination skills
·Team Player
·Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.)
· Candidates should have strong customer service acumen and attention to detail capabilities
Role Purpose:
·Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into proper call management system.
·Works independently or cooperatively as a member of a team under the direction of a team leader or manager.
·Primarily interfaces with internal/ external clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider.
· Responsible for determining service entitlement by reviewing contract, generating contracts for time & material service if request is not under contract, or at field management request, providing grace periods on certain products while contract is in process.
·May also utilize multiple internal systems for the following activities
Key Responsibilities/Outcomes (brief responsibilities that vary based on the process they are aligned to):
·The GFO agent is responsible for ensuring that all dispatched service requests are complete with all the information necessary as they are routed to a qualified technician to for service delivery.
·Ticket information can be received over the phone, B2B ticket information transfer and through e-mail.
·Provides telephone service to our customers (based on the languages required)
·Registering and validating their service requests
·Performing initial customer interface and service request information triage
·SRMS Service Request Ticket creation, as required
·Booking appointment in case the Customer requires it
·Is the interface between our Customers and our Customer Engineers and will support the Engineers by:
o Ordering the necessary part, the Engineer requires for the service requests
o Ensuring CE access requirements are met
o Assign service requests to Customer Engineers
o Updating SRMS and/or CLICK for Ticket and tech tracking and Tech resource management
· Works independently or cooperatively as a member of a team under the direction of a team leader or manager.
· Complete short surveys to record how customers rate our service, as required
·Monitor and address alerts and escalations via Phone, SRMS, and/or CLICK and email.

Core Competencies:
·Communication skills - written and verbal
·Ability to work in a pressurized environment and able to deliver against a tight timescale.
·Act independently and be self-motivated
·Excellent Problem Solving and Customer Service Skills
·Drive for results
·Attention to Detail
·Customer Focus

Company Description
Founded in 2006, Futurewave Systems is a minority owned boutique, STAFFING & PROFESSIONAL SERVICES PROVIDER headquartered in Atlanta, GA.

We are a GLOBAL NETWORK of proven industry professionals demonstrating the fastest fulfillment rate of high tech professionals for Fortune 500 Companies.

We are a group of proven STAFFING EXPERTS who utilize our expertise to find the “needle in the haystack” consistently in the toughest technology recruiting market in the world.

We are a team of QUALIFIED EXPERTS READY 24/7 to assist you with your company’s continued success by offering our highly skilled staff to provide quality, cost effective solutions to profit driven companies.

We are INDUSTRY LEADERS who continue to educate, update product knowledge, skill sets and methods to remain cost effective and efficient for our clients.

Futurewave has consistently outpaced and outperformed our competition in our delivery model in both our staffing and application services through our innovative proprietary tools and customized online systems for workforce solutions. We are a company with proven and VERIFIABLE SUCCESS in customer relationships and satisfaction.

Futurewave Systems is a certified minority owned company and is part of GMSDC.

Role: Service Support Rep 2
Job Type:
Location: Augusta,

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