Affiliated Computer Services, Inc. (ACS) is expertise in action ®. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

Essential Technical Responsibilities

·         Answer and resolve problem calls on an Automatic Call Distribution System.

·         Interpret caller-reported symptoms and translate symptom explanation into technical services terminology.

·         Identify problems and correctly document in the problem management system (including caller information, severity codes, platforms Ids, business units, origin/department numbers, problem descriptions, updates, and resolutions), and ensure appropriate action is taken.

·         Resolve calls utilizing available tools, procedures, personal expertise, abstract knowledge, theory application, and problem solving skills.

·         Responsible for problem ticket queue and completing work as assigned.

·         Prioritize unresolved issues, determine need for on site support, and page field support when required.

·         Ability to support multiple teams, ensuring cross training in multiple disciplines.

·         Monitor call queue and manage call length times according to priority, call volume, wait times, and service level.

·         Communicate critical information pertaining to system outages, problems, and escalations.

·         Follow Quality Assurance Mentoring Guidelines to maximize customer experience.

·         Identify and research trends, and make suggestions for resolution.

·         Complete projects as assigned to enhance business performance (i.e., research, testing solutions, etc).

·         Other duties as assigned.

Essential Performance Criteria

Communications

·         Frequency, Timeliness, and Clarity- responsive, thorough and appropriate in number and duration given the assignment, project or client’s needs.  Direct and to the point, avoiding “wordiness”.

·         Scope – contains all relevant information and viewpoints, well thought-out and presented in a format that is easy to understand.

·         Judgment - Willingness to do “what’s right” even in the face of aversion, question, or differing opinions.   Know when to keep comments to yourself.

Relationships

·         Attitude – confident, friendly, helpful, sincere and positive.

·         Professionalism – courteous and tactful in all interactions, utilizing common sense, integrity and good judgment.

·         Respect – listening skills are appropriately used.  Praise and reward other’s successes and accomplishments.

·         Courage – confront difficult situations promptly that affect our cast, leadership or clients, and do so in a positive, non-threatening way.

Risk Taking and Decision Making

·         Responsibility - appropriately research issues and make timely decisions.  Take ownership even if a wrong decision is made.  Thrive on risk, but minimize to an adequate level.  Don’t become paralyzed by analysis.  Be fiscally responsible.

·         Innovation - think strategically and beyond the bounds of what is already being done.

Productivity

·         Time Management– manage time appropriately to meet deadlines and commitments. 

·         Organization – keep work area neat and free from clutter.  Be efficient in your work files and organize so you, and others, can easily locate items.

·         Output – produce work assignments safely, quickly and efficiently, and with a high degree of accuracy; all requiring minimal supervision.

·         Flexibility – anticipate changes in work assignments, allowing for unknown factors or influences.  Manage stress appropriately.

·         Project management - manage multiple concurrent projects.

·         Initiative – seek out learning opportunities; continuously increasing technical and professional skills.

Required Qualifications

·         Associate or Technical degree, or two plus year applicable industry experience.

·         Six months hands-on experience answering calls on an ACD (Automatic Call Distribution) system.

·         Demonstrated ability to perform industry standard troubleshooting and analysis of PC hardware, PC operating systems and office automation software.

·         Intermediate knowledge of network printing process and ability to leverage utilities used in troubleshooting.

·         Intermediate knowledge of Microsoft AD and ability to perform AD related tasks using administrative consoles.

·         Intermediate knowledge of Windows PC software applications to include word processing, spreadsheet, graphic, database, electronic mail, and calendar packages.

·         Demonstrated ability to troubleshoot MS Exchange/Outlook problems.

Preferred Qualifications

·         Four-year degree in Business, Computer Science, or related field.

·         Two plus years experience in a call center environment.

·         Basic understanding of network communications (routers, bridges, hubs, etc.).

·         Ability to work effectively under pressure and with no direct supervision.