CareWorx Corp Monitoring Agent Full Time in Summerside, PE

CareWorx Corp

Branch Summerside PE CA

Monitoring Agent
Summerside, PE

Technical background, able to provide first level support at minimum of 75% resolution. Must provide first level support for product(s) of expertise – software…

COMPANY BACKGROUND: CareWorx makes technology uncomplicated for business. Ranked as a top 50 global Managed Service Provider (MSP), we deliver technology infrastructure, applications, virtual CIO, managed and cloud services, Service Desk and IT Service Management (ITSM) – all supported 24×7 by our CareWorx Managed Service Center. Our customers range from small business to global enterprise with 250 under managed services engagements servicing over 50,000 end-users.

Our Vision: Personalizing Our Customers’ End-user Experience!


This position is responsible for prompt courteous service client customers as they contact the Service Desk for technical assistance. As part of the routine for handling the incident, the Monitoring Agent will follow the appropriate processes to determine the severity and the nature of the problem. This information is logged into an incident based on the ITIL our client’s internal incident management best practices that will follow the problem through to its completion.

This position is part of our After Hours Teams and will require overnight and/or weekend shifts.


  • Must provide prompt courteous service to customers on software products and hardware platforms that are compliant.
  • Must use the proper defined telephone states.
  • Must verify the appropriate severity code for the problem.
  • Must rigorously follow a defined staffing schedule to assure optimal customer service.
  • Must provide first level support for product(s) of expertise – software applications.
  • Record information about every call: first and last name; full telephone number; accurate site location; good short description; detailed documentation for event log.
  • Within pre-defined service levels for the Service Desk, must forward trouble incidents to the next level support group in a timely fashion.
  • Must monitor respective queue to ensure that support has acted on the transferred incident.
  • Must recognize out-of-scope requests and process as per defined procedures
  • Must immediately escalate severity one and severity two problems as per defined procedures and the standard notification schedule.
  • Must immediately deal with suspected or recognized irate customers as per defined procedures.
  • Maintain quality performance in handling calls.
  • Work with team to achieve Service Desk performance goals and increase individual productivity.
  • Keep up to date on supported software and hardware trends and changes.
  • Completes special projects as assigned by immediate superior, Supervisor, or Manager of the Service Desk



  • Outstanding interpersonal and soft skills.
  • Excellent telephone skills; able to deal with all situations and to portray a customer service attitude over the phone. Outstanding ability to quickly establish rapport with clients.
  • Ability to work under pressure.
  • Able to analyze client problems by type and severity, acting as ‘remote eyes and arms’ for problem determination and resolution.
  • Excellent English verbal and written communication skills.
  • Attention to detail, including full incident documentation and completion.
  • Technical background, able to provide first level support at minimum of 75% resolution.
  • Highly motivated to solve problems.
  • Works with a minimum of supervision.
  • Highly developed interpersonal skills.
  • Is able to assess workload and make recommendations for improvement.
  • Must be willing to work non-standard business hours including overnight, weekend and holidays.

Job Type: Full-time


  • English (Required)

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Employment Type: Full Time
Location: Summerside, PE, CA
Posted on: 2018-09-13
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