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
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