• DESKTOP SUPPORT ANALYST --- Full-Time & Part-Time

    Job Locations US-IA-Iowa City
    ID
    2018-2418
    Updated Date
    11/16/2018
    Department
    Technical Support Agent (TSA)
    Type
    Part-Time and Full-Time
    Schedule
    Flexible Day, Evening & Weekend Shifts | M-F, S
    Wage Description
    Up to $13.50/hr.* | Base + Bonus | Full Benefits
    Bonus
    Weekly
    Education
    High School Diploma/GED
    Min. Years Experience
    0
  • POSITION OVERVIEW

    Jumpstart your career and build some skillsets with a rapidly expanding organization. Our growing team needs Desktop Support Analysts to handle inbound phone interactions with a blend of residential and business customers. You will improve customer satisfaction and troubleshoot account issues, upselling products/services when opportunities are presented. You should be ready to learn on the job, communicate effectively, and be highly reliable. Candidates with experience are encouraged to apply as well as entry-level individuals. 

     

    This position is located in Iowa City, IA 52240.

     

    SCHEDULE

    NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?

    At Mass Markets, we offer a wide range of full-time and part-time scheduling options for qualified candidates. Please reach out to one of our Talent Acquisition Specialist to discuss the different types of scheduling options that are available at your location.  Whether you want control of your work-life balance, are a busy parent, or a local-student, Mass Markets has flexible and customized scheduling. Apply sooner rather than later, the best shifts go quick.

     

    SHIFT TYPES AVAILABLE
    Full-Time Day Shift  Part-Time Day Shift  Mid-Shift (Afternoon-Evening)
    Full-Time Early Bird Shift (Very Early Morning)  Part-Time Evening Shift  Weekend Warrior Shift (Sat./Sun.)
    4X10 Shift (10 Hours a Day for 4 Days)  Full-Time Every Other Day  Part-Time Every Other Day
    Full-Time 3 Weeks On, 1 Week Off  Part-Time, 2 Days On, 2 Days Off  And More...

     

    POSITION RESPONSIBILITIES

    WHAT DOES A DESKTOP SUPPORT ANALYST DO? 

    Handling inbound customer service calls will be your primary responsibility while you learn the latest contact center technology and customer experience methodology. Our clients are some of the most recognized brands in the world, so you will specialize on their products, technology, and business process. You get to interact with hundreds of customers each week resolving support issues, somtimes selling new products and services, and ensuring best-in-class customer experience.

     

    Our entry-level Desktop Support Analysts are responsible for the following tasks:

    • Understand customers needs and resolve technical inquires effectively
    • Learning systems and technology to complete account management tasks
    • Become a brand ambassador, professionally representing our partners
    • Troubleshoot products and process when interacting with customers
    • Work with managerial team to appropriately escalate dissatisfaction
    • Ensure first call resolution with problem solving and effective call handling

     

    CANDIDATE QUALIFICATIONS

    WONDER IF YOU HAVE WHAT IT TAKES?

    Mass Markets provides all new employees with paid, world-class training. Qualified candidates will be willing to learn new products, processes, and technology. Candidates should be positive, driven, and confident individuals that will represent the company and its customers professionally. Experience in customer care, sales, or phone-based roles is a plus but not required. 

     

    Other Desktop Support Analyst Qualifications Include:

    • High school diploma or equivalent; College Students, Interns, and recent College Graduates are welcome
    • Must have the ability to learn customer service software applications
    • Must be proficient with basic PC skills
    • Ability to multi-task in a fast paced environment
    • Strong problem solving ability
    • Highly reliable
    • Minimum 18 years of age

    Previous experience in retail, bartending, receptionist roles, phone jobs, sales, purchasing, hospitality, collections, technical support, customer service, food service, or office/administrative roles is preferable, but not required since we train all new employees for the job.

     

    COMPENSATION DETAILS

    WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

    At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and total rewards are exceptional. Our people are not just employees, they are our most important resource! Standard starting compensation includes a base hourly wage commensurate with experience, an hourly attendance bonus, and a weekly performance bonus. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

     

    Employees earn generous paid time off as well as paid holiday’s and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

     

    All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days. Optional Roth IRA retirement accounts, Term Life Insurance, and Whole Life Insurance plans are available to all employees each open enrollment period.

     

    Total Rewards Breakdown
    Competitive Starting Compensation  Weekly Bonus Opportunity  Daily Contest Payouts
    Weekly Pay Cycles  Paid Time-Off  Full-Benefits (Medical, Dental, Vision)
    Multiple Job Types to Choose From  Growing Company with Fortune 50 Clients  Paid New Hire and Continuous Improvement Training
    Daily, Week, and Quarterly Recognition  Company Debit Card (With Daily Cash Uploads)  Paid Holidays
    Retirement IRA Options  Guaranteed Issue Term Life Insurance  Whole Life Insurance Investment Options
    Regular Raises and Career Progression  Flexible Scheduling Options  Employee Development and Advancement Programs
    Employee Discount Program  Fun, Engaging Work Environment  Cash and Prize Incentives
    Modern Work Environment  Casual Dress Code  Relocation Potential

     

     

    ABOUT US

    MASS MARKETS

    Mass Markets, an MCI Company, is a world leader in advanced, tech-enabled B2B, B2C and H2H contact center telesales, customer care and digital services. With a culture built on customer experience, we are committed to excellent customer interactions that create value for our clients. Since 2003, Mass Markets has delivered innovative, high-impact, agile, scalable, and compliant business process outsourcing services with superior quality and performance. People-powered and tech-enabled, we SAVE, SELL and SERVICE across the customer life-cycle; we SOLVE complex people, process, and technology challenges.

     

    Mass Markets is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. Mass Markets will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

     

    ABOUT MCI

    MCI is the Parent Company for the following businesses: Gravis Apps, Mass Markets, and OnBrand24. MCI acquires and operates companies that provide tech-enabled BPO CX services, software applications, and technology to mid-market & enterprise customers. MCI is a multi-faceted tech-enabled business services supplier with a synergetic product and services portfolio and an expert leadership team. Our focus is on the development and delivery of dynamic technology, human capital, and professional services.

     

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