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in Kennesaw, GA

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Hours Full-time, Part-time
Location Kennesaw, GA
Kennesaw, Georgia

About this job

Description: Interested in becoming a NSC IT Customer Support Analyst at Aaron’s?  As a NSC IT Customer Support Analyst in the National Support Center, you play a vital role in delivering quality customer service to Aaron’s employees.  You will play a key role in shaping a customer’s first impression of what it means to receive excellent customer service from within an IT “center of excellence”. Come see why the difference is personal at Aaron’s, connect with us today!   Responsibilities Answer Inbound ACD Calls: - Answer ACD calls within duration specified within the KPI (key performance indicator)for average wait time (AWT) - Address all ACD calls within a duration specified within the KPI (key performance indicator) for average handle time (AHT) - Maintain individual call abandon rate that is at least 2% below the departmental goal for abandon rate (ABD)   Inbound E-mail support (All Non-Critical Issue Types)   - Respond to inbound e-mails from customers to the NSC within parameters defined NSC management   Inbound Chat Support (All Non-Critical Issue Types)   - Respond to chats from customers to the NSC within parameters defined by NSC management   Additional Duties - Researching for resolutions to IT issues using customary tools such as KB’s, internet research and industry publications - Provide accurate and timely logging of problems and resolutions into the problem management system - Update documentation as required - Support special projects as per direction from NSC management     Qualifications Excellent communication and interpersonal skills Excellent telephone etiquette Ability to manage multiple tasks at the same time High energy level Intermediate computer knowledge including MS Office     Minimum Education High school diploma or GED equivalent
Primary Location: 1015 Cobb Place Blvd
Kennesaw, GEORGIA
30144