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Customer Service Rep III: 20-00070
Ref No.: 20-00070
Category: Technical Support & Customer Service
Location: Broomfield, Colorado
Primary Skills: Technical support, Customer service
Duration: 6 Months (depending on business needs and performance, can lead to extensions)

Contract Type: W2

Work Schedule: Friday/Monday flexible 7 am – 4pm or 10am – 7 pm and Sat/Sun 7am-7pm (12 hour days)

Must be able to work holidays:

The schedule for this person ultimately will be a 5 days it will be either a Sunday – Thursday or Tuesday to Saturday schedule.
Shifts can be either 7 am – 4 pm, 10 pm – 7 pm or Saturday Sunday 12 hour shift 7 am – 7 pm.
We need flexibility with scheduling from the applicant.
During the onboarding / training period they will work a 5 day shift Monday – Friday hours.
Once they are trained they will move to working one weekend day.

Job Description:
  • Monitoring and triaging phone queues.
  • Working with Support Center managers to ensure resources are available to answer phones , Some scheduling, Maintain queue adherence, Handle queue exceptions
  • Reassignment of SRs in Default Queue(s), Harvest calls at threshold.
  • Commit monitoring / SR reassignment.
  • Ownership of applicable metrics (Adherence %, Call Abandons/ATA, SEV1 / SEV2-4 ITR)
  • Provides front-end non-technical support for Client's Internal and External Customers.
  • Work hours comprise of shift patterns, weekends, and holidays to cover a MST timezone.
 To follow up with any questions, please contact Aman at 408-512-2358

 Akraya is an award-winning IT staffing firm and the staffing partner of choice for many leading companies across the US. We offer comprehensive benefits including Health Insurance (medical, dental, and vision), Cafeteria Plan (HSA, FSA, and dependent care), 401(k) (enrollment subject to eligibility), and Sick Pay (varies based on city and state laws).
If this position is not quite what you're looking for, visit and submit a copy of your resume. We will get to work finding you a job that is a better fit at one of our many amazing clients.
Akraya is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Akraya is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.