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Technical Support Representative - Call Center 

Description Our Technical Support Representatives provide support and assistance 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.

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 punctuality
Position Requirements Skill and Knowledge 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
• 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 empathize with customers, making them the primary focus of your actions, then tailoring communication to each caller
• Openness to constructive coaching and ability to implement performance objectives
• Willingness to work evenings, weekends, and holidays
• Ability to adjust to constantly-changing technology, processes, and team structures
• 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 others and to the organization.
• Sets high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks
Conditions of Hire:
• High School Diploma
• 18 years or older
• Minimum 6 months customer service experience
• Must provide phone and internet services and quiet work environment, as position is virtual
Full-Time/Part-Time Full-Time  
Location Eastern Time Zone-Virtual  

This position is currently not accepting applications.

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