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