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Title

Technical Support Rep - Chat Contact Center 

Description

Our Technical Support Representatives provide support and assistance to resolve customer technology problems through a series of trouble shooting activities via chat. 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 chats 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 and chat 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.

To search for an open position, please go to http://KellyConnect.appone.com



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