Senior Support Center Agent - Modesto, CA

Job Summary: The Senior Support Center Agent is "The Face of IT" and acts as a liaison between the end user and the IT Department. This position is the immediate point of contact for all escalated Support Center calls. The position will work with Tier 2 and 3 IT staff to gain additional knowledge to assist Support Center Agents in identifying and resolving issues that are normally escalated to Tier 2 or 3 staff. Research open issues and coordinate efforts with Tier 2 and 3 staff and Support Center Agents on parent tickets to provide problem identification and solutions. The position provides documentation of troubleshooting and support procedures, as well as tangible ongoing and ad hoc reports. Responsibilities : Dedicated to delighting the customer in every interaction, the Sr. Agent, Support Center has a strong “Customer First” focus, committed to achieving optimal results with minimal disruption to customers daily functions. Resolve issues resourcefully and timely, connecting like issues and addressing through to resolution Collaborate with other support teams within the IT department to ensure that issues and status are communicated while solutions are developed and implemented Track issues and identify how the issues get resolved Document issue resolutions and procedures as needed Communicate issue resolutions, potential issues, and ongoing issues to Support Center staff Take incoming calls when needed to ensure that hold times are minimized during outages and to ensure the agent’s customer service skills are maintained as required Lead or assist with Special Projects as assigned Performs other duties as assigned