Job Title: 

Position Details:

• 100% onsite at 1900 Garden of the Gods Road, Colorado Springs, CO 80907
• Hours/Work Schedule: Monday thru Friday, 8 AM - 4:30 PM.
• 24-months contract (Target Start/End Date: 06/02/2025 - 06/01/2027).

Contractor shall provide Parts Identification services (PartsID) and non-technical Tier1 KeysightCare Contact Center services (Tier1) as described herein. Contractor shall provide day-to-day oversight of the services operations and management of contractor employee performance. 

Services/Duties included:

• Answer incoming phone calls, create appropriate case records and solve or route to appropriate teams. 
• Process off-line (non-voice) customer request cases to respond to customer requests or or re-route to appropriate teams.
• Monitor voicemail and return calls within 24 business hours.
• Create and process Salesforce Service Console Cases for all Keysight customer interactions following established procedures and training.
• Use internal proprietary and and external customer facing research tools/websites  to provide customers with part numbers, part availability, and part costs that meet their needs.
• Ensures Keysight internal and proprietary information used in the course of Parts ID research is properly protected and is not released to customers.
• Provide non-technical assistance to customers to replacement part selections based on customer’s troubleshooting determination.  
• Refer customers to Keysight repair service customer is unable/unwilling to determine source of an instrument failure or when a customer orderable parts solution is not available.
• Assist Keysight Customer Contact Center(s) (CCC) and Parts Organization teams with Parts ID advisory notes using existing guidance and published technical documents.
• Partner with internal Keysight organizations as needed in the performance of contractor services.
• Provide non-technical assistance to customer engaging the Tier1 team including logging and processing of technical support, hardware repair & calibration, software licensing, and general inquiry case types.
• Transfer cases to correct queue (e.g. Tier2) or other appropriate resource when the request involves technical support, application support, or product issues.
• Identify and escalate potential customer satisfaction issues.  Maintain high level of customer support resulting in customer delight.
• Follow all Keysight procedural and process guidance, training materials, and policies as related to performance of work described herein.
• Provide high quality customer service to Keysight’s customers while meeting monthly Service Levels.
• This position deals with US Sensitive Customer/Account info and requires a US person.

Qualifications:

• This is a non-technical, non-engineering customer support position.  
• Basic computer skills – Microsoft office
• Customer service skills
• Non-technical role
• Understand some of the terms (Office, Outlook, Word, Salesforce will be trained but a plus)
• Familiarity with instruments is a plus but not required. Not looking for Engineer or Technician.

Pay Transparency:

• This is the pay range that Magnit reasonably expects to pay someone for this position is $18.00/hour - $20.00/hour.
• Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met).