Job Description

MUST HAVES:

Candidates MUST live within 1 hour of Phoenix or Tucson SOAZ – Posting ID # 5104 - AZDOR - Ticket Resolution Agent (100% Remote/ Local Only) Job Duties: Review, research, and analyze routine to moderate ticketed issues for taxpayer inquiries. Reroute ticket escalations to appropriate departments, in accordance to policies, procedures and job aids. Email appropriate documents to taxpayers regarding inquiry requests. Document and update critical information in Ticketing, TAS and supporting systems according to standard work on completion of each request. Document and track daily production utilizing tools as outlined and required. Utilize all software, databases, systems and scripts as outlined in standard work. Attend and participate in training, meetings, and huddles as required. Knowledge Skills: Basic math and computer skills Google Suite proficiency Microsoft Word and Excel proficiency Required Skills: 1 year of call center experience, QA experience, escalated ticketing experience. Communicating, both written and verbal Interpersonal communication Retaining knowledge Creative problem solving Multi-tasking, attention to detail and organization Ability to: Follow instructions, job aids, policies and procedures Understand key metrics Work in a fast-paced environment Be dependable and consistent Quickly adapt to change Navigate through different systems SR International

Job Tags

Local area, Remote work,

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