Ticket Resolution Agent Job at S R INTERNATIONAL INC, Phoenix, AZ

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  • S R INTERNATIONAL INC
  • Phoenix, AZ

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 work,

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