KPMG is working through its partnership with MBO Partners and is currently seeking a remote contractor in the United States.
Responsibilities:
- Provide Level 1 phone/chat support and meet and/or exceed service level agreements for assigned support tickets
- Record requests, incidents and status information through the use of firm’s ticket handling system
- Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service.
- Meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets).
- Support the implementation and deployment of internal business systems and solutions
- Proactively maintain communications with callers through analysis and resolution processes, particularly in difficult customer situations by keeping them informed of the status
- Help train and support our new hires via peer advising if required
- Ability to work a flexible schedule, including weekend days, to support 24x7 environment.
- Utilize and contribute knowledge articles to the knowledge base.
Act with integrity, professionalism, and personal responsibility to uphold the firm’s respectful and courteous work environment
Qualifications: ·
- Bachelor's Degree or Equivalent Work Experience
- 1+ years of experience in Service Desk Support and Customer Service Support for tier 1 support
- Technical experience in many areas related to hardware, Windows 10, web-based and 3rd party applications, network and remote connectivity, and iOS/Android mobile platforms.
- Knowledge of MS Office 2013 Product Suite and Office 365 with extensive knowledge supporting Outlook. · Knowledge in the area of wireless capabilities such as PDA devices, hot-spots and air cards.
- Ability to multitask and function in a fast-paced, high energy environment.
- Ability to quickly learn and retain information by means of written and verbal instruction.
- Ability to demonstrate extensive troubleshooting skills
- Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work.
Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)
KPMG Assignment Select is geared toward independent professionals interested in temporary or project-based work. Our team is comprised of highly trained third-party professional individuals who are in the right place, at the right time, with the right skillset.
KPMG complies with all local/state regulations in regard to displaying pay rate ranges. The pay rate range(s) displayed is/are specifically for those contracted who will perform work in or reside in the location(s) listed below, if selected for the role. Pay is determined based on a variety of factors including market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), and specific location, for example. Additionally, applicants may be required to apply and become employed by a service provider utilized by KPMG, and final pay rate(s) and/or eligibility for additional benefits may be determined by such provider.
KPMG and MBO Partners are equal opportunity employers/contractors. All qualified applicants are considered without regard to race, color, creed, religion, age, sex/gender, national origin, ancestry, citizenship status, marital status, sexual orientation, gender identity or expression, disability, physical or mental handicap unrelated to ability, pregnancy, veteran status, unfavorable discharge from military service, genetic information, or other legally protected status.
Los Angeles County applicants: Material job duties for this position are listed above. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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