Technical Support Representative
Employment Type: Full-Time
Industry: Customer Service/Call Center
Our Technical Support Advisors provide support to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues. This is a performance based organization where all calls are recorded, monitored, and reviewed on a daily basis. You will be responsible for support of Computers and Operating Systems, tablets, MP3 players and other technical devices. Perks of joining KellyConnect: Paid training at $12-$14/hr After 90 days Advisors are eligible for a one-time $500 tenure bonus Advisor earning potential of $15-$17/hr Explosive growth opportunities into departments such as Leadership, Quality Assurance, and Training Duties and Tasks/Essential Functions: Interact with customers in response to inquiries, concerns, and requests about products and services Gather customer/product information and determine the issue by analyzing the symptoms Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more Research using available resources, including article database systems Complete required training to stay current with system information, changes, and updates Participate in frequent 1:1/classroom video coaching sessions with leadership Exemplary attendance and punctualityJob Requirements:
Qualifications: Proper phone etiquette, including using client verbiage and positive positioning Ability to speak and type clearly and accurately, using proper grammar Ability to multitask between customer calls and logging of case notes Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to the organization Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance Experience with mobile devices (mp3 players, tablets, smartphones) Ability to adjust to constantly-changing technology, processes, and team structures Openness to constructive coaching and ability to implement performance objectives Ability to empathize with customers Willingness to work evenings, weekends, and holidays High School Diploma required Candidates must be 18 years or older Minimum 6 months call center experience required Must provide phone and internet services and quiet work environment, as the position is virtual #KellyConnect
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