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Ops Support/Desktop Management

Charlotte, NC | Technical
Job ID: 91105
Listed on 6/11/2019

KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.


Title: Ops Support/Desktop Management


Job Description & Responsibilities

Integrated Service is an implementation underway for the firm’s agency force. The purpose of the initiative is to route agent’s service related calls received from customers to a call center. This will give business agents more capacity to focus their efforts on new business. As part of this implementation, new phone systems will need to be installed in agencies nationwide. The role of the Care team is to be the contact point for all questions or concerns agents may have during the implementation and after (e.g. questions from assessment, how to use job aids, who to contact for bill, etc).

  • Distribution and collection data from agents
  • Reviewing submitted data for accuracy
  • Follow up calls to agents about missing information or documentation
  • Reviewing results from pre-assessment questionnaire and analysis of the agent’s current infrastructure
  • Performing pre- and post- conversion calls to agents and perform functionality testing and ensuring agents have everything they need for the implementation
  • Provide education on the new phone system and be a support escalation point of contact
  • Primary point of contact for agencies in order to coordinate the night of porting (partner with project teams and vendors)
  • Continuously report internally on agent’s status


Skills, Experiences, Knowledge

  • Intermediate knowledge of Windows Operating system and support
  • Intermediate for technical support
  • knowledge of VoIP technology a plus
  • Strong communication skills
  • Strong Customer Service skills
  • Capabilities to multi-task in a fast-paced environment
  • Ability to work in a team environment
  • Execute day to day activities by prioritizing work flow
  • Ability to organize data completely and succinctly (few words; concise)
  • Reporting Capabilities