Ticket Resolution Agent

S R INTERNATIONAL INC; Phoenix (AZ); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a Ticket Resolution Agent to manage taxpayer inquiries in a remote capacity. This role involves reviewing and analyzing ticketed issues, rerouting escalations, and communicating effectively with taxpayers. The ideal candidate will possess strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. Join a dynamic team where your contributions will directly impact taxpayer satisfaction and operational efficiency. If you thrive in a supportive and adaptable workplace, this is the perfect opportunity for you.

Qualifications

• 1 year of call center experience and escalated ticketing experience required.
• Proficient in Google Suite and Microsoft Office applications.

Responsibilities

• Review and analyze ticketed issues for taxpayer inquiries.
• Document and update critical information in ticketing systems.

Skills

Call Center Experience

Communication Skills

Creative Problem Solving

Multi-tasking

Attention to Detail

Interpersonal Communication

Tools

Google Suite

Microsoft Word

Microsoft Excel

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:

1. Review, research, and analyze routine to moderate ticketed issues for taxpayer inquiries.
2. Reroute ticket escalations to appropriate departments, in accordance to policies, procedures, and job aids.
3. Email appropriate documents to taxpayers regarding inquiry requests.
4. Document and update critical information in Ticketing, TAS, and supporting systems according to standard work on completion of each request.
5. Document and track daily production utilizing tools as outlined and required.
6. Utilize all software, databases, systems, and scripts as outlined in standard work.
7. Attend and participate in training, meetings, and huddles as required.

Knowledge Skills:

1. Basic math and computer skills.
2. Google Suite proficiency.
3. Microsoft Word and Excel proficiency.

Required Skills:

1. 1 year of call center experience, QA experience, escalated ticketing experience.
2. Communicating, both written and verbal.
3. Interpersonal communication.
4. Retaining knowledge.
5. Creative problem solving.
6. Multi-tasking, attention to detail, and organization.

Ability to:

1. Follow instructions, job aids, policies, and procedures.
2. Understand key metrics.
3. Work in a fast-paced environment.
4. Be dependable and consistent.
5. Quickly adapt to change.
6. Navigate through different systems.