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Hiring Process
NIT has an ongoing hiring program which allows us to have a constant pool of potential technical support staff. Our geographic location has advantages of providing us with personnel from NY City, suburbs of New York, New Jersey and Upstate New York area. There are multiple technical schools in the area as well as several four and two year universities.
Hiring New Candidates
Multiple sources are utilized to discover new prospects
Job Fairs – Local job fairs arranged by governmental departments and educational organizations are attended to tap individuals that may not be accessed by other sources.
Vocational Schools – Schools that prepare individuals for customer service etc are contacted for individuals
Internet – Web sites such as Monster.com, etc., are utilized for job listings
Newspaper – Local newspapers have classified ads listed on a continuous basis to receive as many resumes as possible
Process of reviewing possible candidates
Requirements – All candidates are informed of job description and requirements for the open position.
Resumes – Resumes that are received are reviewed and screened by the Personnel Manager. The resumes that have been reviewed and screened are then reviewed again by Project Leaders into separate groups.
Interview – Once the resume screening is completed interviews are arranged with the Personnel Manager. The Personnel Manager then presents the company and the position to the candidate and if the person is interested then the candidate is transferred to the Project Leader to be interviewed. If necessary the candidate is transferred to a third person.
References – Upon completion of the interview the candidate’s references are contacted if they are considered for the position
Training – Upon acceptance of the position the candidate is trained on the product and general customer service skills for approximately 2-3 weeks. The time frame is dependent on the candidate. During the training period the person begins by reading about the project and the different requirements of the project.
They are then paired with an experienced technical support agent to listen on calls and then it is reversed where the trainee fields the call. Eventually the trainee is allowed to field calls once they have met the specified criteria.
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