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Call Center Analyst

Graham Personnel Services

This is a Contract position in Winston-Salem, NC posted October 25, 2021.

Job Description Graham Personnel Services is assisting a call center in Winston Salem to fill multiple Call Center Analyst openings. The candidate must have prior IT/troubleshooting experience. Hours are (10:30am – 7:00pm) or 2nd shift (2:00pm – 10:30pm) plus one weekend a month. Temp to permanent opportunity Pay rate is $15-18/hr. ESSENTIAL RESPONSIBILITIES • Interact with customers to provide and process information in response to inquiries, concerns, and requests • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms • Deliver service and support to end-users, including via remote connection or over the Internet • Research required information using available resources • Follow standard processes and procedures • Accurately process and record call transactions using a computer and designated tracking software • Organize ideas and communicate oral messages appropriate to listeners and situations • Follow up and make scheduled call backs to customers where necessary • Stay current with system information, changes and update • Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system • Follows proper escalation procedures as defined by management • Ensure customers receive prompt, accurate and courteous service REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES • Proper phone etiquette and effective listening skills • Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar. • Knowledge of relevant software computer applications and equipment • Knowledge of customer service principles and practices • Medical/clinical terminology is preferred, but not required • Must be able to sit for long periods of time • Position requires use of headset/microphone • Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system • Familiarity with mobile device support (iPhone, Android, Windows Mobile) • Must be a team player and build good working relationships across all functions • Must have a strong personal drive for delivering great customer service, and thrive in a fastpaced, high energy environment with a proactive focus • Need to be flexible, adaptable, and possess creative problem-solving skills • High school diploma is required. Associates or Bachelor’s degree is highly preferred Company Description Graham Personnel Services is an award-winning, national full-service staffing firm that specializes in hiring, retention, and recruiting. For more than 50 years, business leaders across the country have trusted the Graham family to fulfill their hiring requests. We are highly experienced professionals with unmatched commitment to customer satisfaction and expertise across diverse industries, so our employment firm is well-suited to provide staffing solutions for Fortune 500 companies as well as small business owners. We understand that true staffing solutions are more than skills and knowledge — matching the right people with the right positions creates productive, positive experiences for everyone. We believe human capital is the greatest competitive advantage to any business and we strive every day to be the leader in recruiting. Our philosophy is to operate a staffing and recruiting company to make a match for our clients and our temporary associates.