Call Center - Software support

Position Title    IT Tech Software Support Call Center (Software Support)Domain EXP    (Healthcare Domain)Location            Remote Duration            6 Months Must Have Skill              (typed of work/calls ) •             Identity Platform•             Creation •             Identification•             Auth •             SSO•             Forgot password •             Not able to access some digital products Requirements: A.           Candidates must be willing to work any days/hours the business requires (M-F 7am-11pm) up to 40 hours a week. B.           Candidates must have perfect attendance during first 60 days of employment, no schedule trades/swaps during this time.C.          Candidates must have reliable and high speed internet and a quiet room – uninterrupted and private. Not permitted to be in a shared space. D.          High School Diploma or GEDE.           Must type a min of 65+ wpm with a 90% accuracy. Please ensure candidates are screened and they are able to pass typing skill set before submitting for interview consideration.F.            5 Years of answering inbound phone calls in a call center environment. G.          At least 3 years in customer service or equivalent experience.H.          12 months of technical support experience (software preferred over hardware)I.            1 year experience in telecommuting role. Job Description• Candidates must be willing to work any days/hours the business requires (M-F 7am-11pm). • Must type a min of 65+ wpm with a 90% accuracy. No exceptions. Please make sure candidates are screened appropriately by passing a test. We get too many people whom blatantly lie on this skill. • PLEASE LIST wpm test score at the top of the resume. If it's not listed, the candidate will be rejected.• Must show longevity in previous employment history - no job hopping. If a candidates does not show longevity in their previous employment history, they will not be considered.• Call Center experience in software support, not to be confused with engineers. Engineers will bore in this line of work and post out. They must provide software support, not hardware support and they must be in a call center role not an engineering role.• Candidates must be seeking long term employment opportunities. This is a contract to hire position and we are seeking long term/perm candidates.• Candidates must have high speed internet and a quiet room – uninterrupted and private.• Candidates must be able to tolerate learning curves in a complex learning environment.•Candidates must have perfect attendance during first 60 days of employment, no schedule trades or time off during training or nesting. Skill Set Requirements:• Ability to work successfully with customers to provide problem resolution• Strong telephone etiquette• Strong critical thinking ability• Strong verbal and written communication• Collaborator and ability to work within a team setting• Ability to document problem resolution and other materials• Ability to multi-task and prioritize effectively and independently• Proficiency in MS Office Applications Specific Duties:1. Listen to callers concerns; taking ownership of each callers request and managing their expectations to ensure timely resolution2. Walk caller through troubleshooting steps via phone/email to reach resolution and eliminate root cause issues3. Document required information through our client ticket management application known as ServiceNow, while being in compliant to HIPAA and other federally regulated laws.4. Manage group by service as a team mentor to peers with troubleshooting inquires.5. Handle customer complaints and offer elevated technical support expertise.