Job Description
Job Description
Job Description
MUST HAVES:
- Candidates MUST live within 1 hour of Phoenix or Tucson
SOAZ Posting ID # 5104 - AZDOR - Ticket Resolution Agent (100% Remote/ Local Only) Job Duties: - Review, research, and analyze routine to moderate ticketed issues for taxpayer inquiries.
- Reroute ticket escalations to appropriate departments, in accordance to policies, procedures and job aids.
- Email appropriate documents to taxpayers regarding inquiry requests.
- Document and update critical information in Ticketing, TAS and supporting systems according to standard work on completion of each request.
- Document and track daily production utilizing tools as outlined and required.
- Utilize all software, databases, systems and scripts as outlined in standard work.
- Attend and participate in training, meetings, and huddles as required.
Knowledge Skills: - Basic math and computer skills
- Google Suite proficiency
- Microsoft Word and Excel proficiency
Required Skills: - 1 year of call center experience, QA experience, escalated ticketing experience.
- Communicating, both written and verbal
- Interpersonal communication
- Retaining knowledge
- Creative problem solving
- Multi-tasking, attention to detail and organization
Ability to: - Follow instructions, job aids, policies and procedures
- Understand key metrics
- Work in a fast-paced environment
- Be dependable and consistent
- Quickly adapt to change
- Navigate through different systems
Job Tags
Local area, Remote job,