Technical Support Representative

Retrieved 17 days ago from Remote

Technical Support Representative

Our Technical support Advisors provide customer service to resolve technology questions, challenges and 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 coached on a daily basis. You will be responsible for support of computers, operating systems and mobile devices (smart phones, tablets, and MP3 players).

Perks of joining KellyConnect:

Paid training at $12-$14/hr

After 90 days Advisors are eligible for a one-time $500 tenure bonus and $250 performance 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 punctuality

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 during customer calls (logging of case notes using tools provided)
  • Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance
  • Experience with mobile devices (smartphones, tablets, mp3 players)
  • 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 improvement recommendations
  • Willingness to work evenings, weekends, and holidays
  • Ability to adjust to changes in 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

Job Summary

  • Category
    Call Center
  • Location
    Virtual

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