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Flex Technology Group is the largest and most respected Managed Print Solutions provider in the nation. For more than 10 years, FlexTG has provided a unique and high-value driven enterprise service to businesses of all types - a fully integrated national managed program for document technology. We are the service and solutions professionals, providing support to medium and large businesses throughout the country. FlexTG currently manages clients in all 50 states as well as Mexico, Canada, and Puerto Rico.
Position Summary
The Operation’s Center Helpdesk responsibility is to assist out of area service customers and technicians, including onsite triage support, and ordering parts or swaps when required. Must meet or exceed all Helpdesk KPI’s consistently.
Essential Functions and Responsibilities
Triage Out of Area Service calls- Determine part needs and places orders, including following tracking for customer delivery confirmation.
- Assists out of area technicians with triage support while onsite.
- Answers all incoming HD queue phone calls for call placement and customer triage, maintaining <1-minute hold time.
- Responds to all work orders in HD eauto queue within 1 hour of placement.
- Maintain manufacturer warranty documentation and orders parts accordingly.
- Places service calls for customers via phone and email using multiple software platforms.
- Meet or exceed KPI benchmarks for individual performance.
- Maintains less than 15% PNN.
- Meets up to 30% First Call Resolution
- Provides quality customer service, including interacting with customers, answering customer phone calls/ tickets when needed as overflow from Call Processors
- Performs weekend support (bi-weekly) which includes general order processing and ticket completions.
- Answers all incoming HD queue phone calls for call placement and customer triage, maintaining <1-minute hold time.
- Provides quality customer service, including interacting with customers, answering customer phone calls/ tickets when needed as overflow from Call Processors
- Assists in creating a healthy and motivating atmosphere and work environment.
- Able to adapt and learn new software applications.
Qualifications and Experience
Positive, professional attitude and a team player- Technical Industry Experience preferred.
- Intermediate Oral and Written Technical Communication Skills
- Customer Service Skills
- Advanced computer knowledge, especially in Microsoft Office programs and in desktop technology
- High School Diploma or equivalent G.E.D.
- Reasonable accommodationsmay be made to enable individuals with disabilities to perform the essential functions.
Work Environment
Good workingenvironment with the absence of disagreeable condition The noise level in the work environment is usually moderate.
Benefits
- Medical / Dental / Vision and 401K
- To support our aggressive growth plans, we offer unique opportunities, including advancement, ongoing training, mentoring and the opportunity to develop world class business skills.
Flex Technology Group is committed to providing equal employment opportunities for all applicants and associates. The Company does not unlawfully discriminate on the basis of race, color, creed, pregnancy, religion, sex, national origin, age, disability, veteran, marital, or any other protected status. The Company also makes reasonable accommodations for disabled employees. Finally, the Company prohibits the harassment of any individual based on their protected status. This policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, transfer, and social and recreational programs
