Service Desk Agent - Night shift

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

SUMMARY: The Service Desk Agent manages and executes work orders efficiently by optimizing processes and ensuring the quality and timeliness of deliverables. This role requires maintaining a high level of communication in a fast-paced, high-volume environment. This position receives incoming service and installation requests from Customers and Operations.

Working hours: 7:30 PM-4:00 AM, full remote position.

PRIMARY DUTIES & RESPONSIBILITIES include:    

• Planning and Scheduling:
  • Receive work requests from customers and schedule work orders via company-issued toolsets and systems.
  • Review work orders and ensure all necessary information is available to successfully complete the requested work.
  • Plan and schedule work orders based on priority and resource availability.
  • Properly communicate all necessary information to resources to successfully complete each work order.
• Monitoring Progress and Documentation Tracking:
  • Maintain work order status throughout the lifecycle process including dispatching, onsite verifications, status updates, and close-out activities.
  • Document all work order related information in ticketing software to include progress notes, arrival time, departure time and issues that arise with installation.
  • Maintain work order schedules and escalate any schedule deviations to the appropriate customer, resource, and/or project team.
  • Monitoring resources arrival onsite within the specified timeframes.
  • Communicate with technicians and/or sites prior to the install date to verify that the technicians, contractors, and/or sites are aware of their assignments.
  • Communicate proactively with customers to provide status updates, requested deliverables, and confirmation of successful completion of each work order.
  • Document and communicate with the appropriate team regarding resource performance and issues.

• Adherence to SLAs and Performance Metrics:
  • Ensure compliance with Service Level Agreements (SLAs) and accountability to Key Performance Indicators (KPIs).
• Quality and Compliance:
  • Ensure compliance with quality standards and operational procedures.
  • Conduct thorough review of work orders to verify accuracy and adherence to guidelines.
  • Improve customer satisfaction/NPS scores.
  • Ensure that corporate policies and procedures are understood and followed.
  • Attend and contribute to weekly operations meetings.

COMPETENCIES & KEY SKILLS:

• 1 year + related industry experience preferred
• Customer-centric focusing on meeting customer needs and concerns.
• The ability to build collaborative relationships by working effectively with internal and external customers by promoting open communication and fostering a positive cooperative environment.
• Work both independently and collaboratively within a team environment. Managing tasks autonomously while also contributing effectively to team objectives.
• Proactive problem-solving and anticipating challenges customers may face and addressing to prevent escalation.
• Ability to adapt to fluctuating priorities and effectively managing unexpected challenges and changes in a work environment.
• Ability to assess and interpret information from various sources to make informed decisions and solve challenges effectively.
• Proficient in verbal and written communication skills, with the ability to present information clearly, respond professionally to inquiries and interact with managers, employees and customers.
• Working knowledge of MS Office,  knowledge Alert and ConnectWise preferred

EDUCATION & EXPERIENCE REQUIRED:  

• High School diploma
• At least one year of previous customer service experience required

PHYSICAL DEMANDS:

• Requires regular use of hands and fingers to operate a computer keyboard, mouse and other standard office equipment
• Ability to listen, comprehend, and respond to spoken communication in both in-person and remote setting (e.g., phone calls, video conferencing).
• Ability to view and read information on a computer screen for extended periods, including the capacity to adjust focus as needed to process information effectively.

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