OPR Technical Service Representative 2 - Bilingual

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Peckham is vocational rehabilitation social enterprise. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. If you have a disability or other barrier to employment, please be sure to fully complete the ‘eligibility for services questionnaire’ to help us determine the best fit and necessary accommodations for your employment needs.

If you do NOT have a disability, please complete the entire application including the questionnaire. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities.

Peckham Inc. – OPR Technical Service Representative - Bilingual

SUMMARY

Entry Level IT Support Representatives (TSR) in this position will be responsible for providing over the phone support to the public.  The activities associated with this position include identification, prioritization, and resolution of reported problems.  Additionally, the TSR will perform general troubleshooting tasks over the phone, password resets, and account unlocks and escalates issues as needed.  During the course of work the TSR may encounter the need to use problem management databases and/or proprietary help desk systems. If remote work is selected, Peckham will provide a computer, monitor and headset and the employee will provide workspace and internet connectivity that meets minimum requirements.

DUTIES AND RESPONSIBILITIES

• Provide superior customer service by responding to requests for technical assistance via the phone and through other contact channels.

• Direct the caller to perform step by step actions to resolve the purpose of the call. 

• Decide if the call requires escalation to a higher-level IT support.

• Conduct basic troubleshooting to resolve common hardware and software issues, if needed. 

• Conduct research using available resources; use critical thinking skills to find a solution for the customer’s need and/or concern. 

• Maintain and stay current with system information, changes, and updates. 

• Achieve service level requirements including but not limited to average talk time, quality and first call resolution. 

• Complete reports, track/log/route problems, issues, requests, and document resolutions in written form or escalate to the responsible resource for resolution. 

• Accept other related jobs/duties as assigned. 

MINIMUM QUALIFICATIONS

• At least 18 years old

• High School Diploma or equivalent  

• Proficient in both the English and Spanish languages (written and verbal)

• U.S. Citizen; Michigan Resident

• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a Moderate Risk Public Trust approval.

• A solid working knowledge of computer systems, hardware, and software

• CompTIA A+, HDI Support Center Analyst or equivalent certification or IT related degree required.

• 6+ months of work experience in an IT help desk or IT support function

• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.

• Flexibility to be open to nights and weekends shifts

• Remote Positions

  • A neat/quiet room/office space designated for TSR work that meets requirements.

  • A High-Speed Internet connection that meets minimum technical requirements.

  • The ability to come into the Riverside office if there are connection issues.

PREFERRED QUALIFICATIONS

• Call center experience

• Ability to effectively multi-task

• MRPT clearance

• Excellent customer service

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the individual will be required to multitask.  The employee will also be required to speak, listen, read, and use a computer simultaneously during their scheduled shift. 

WORK ENVIRONMENT

Individuals will be required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere.  The tasks of the call center are repetitive in nature.  The noise level is generally moderate.  The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Remote Positions: Individuals will be on the phone from their remote office for most of their scheduled shift. Peckham will provide a computer, monitor and headset and the employee will provide workspace and internet connectivity that meets minimum requirements.

Riverside Positions: Individuals will be on the phone in a cubicle for most of their scheduled shift.  The employment facility is a universally designed building with an open environment that provides natural light throughout work areas.

SECURITY

Many of the positions through the Business Services Division require security clearance. Thus, the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract. The extent of the security and background check may vary by position. Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.

OTHER INFORMATION

This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Peckham is an Equal Opportunity Employer - EEO/AA Employer/Vet/Disabled.  Peckham provides equal opportunities and does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law

EOE-Embracing Diversity to Achieve Excellence

SPECIAL NOTES

These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled.  Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

• Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• Email us at jobs@peckham.org
• Call us at (517) 316-4000
• Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

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