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Technical Customer Solutions Professional - technical support - job employment

JobPosting
City: Dayton / springfield
Date: 07 Oct 2019
Category: Technical Support

Are you looking for the perfect job? STOP -- we have what you are looking for! Work from the comfort of your own home! Meet people from across the US, engage with our peers through dynamic chat and support groups! Paid training! We also offer a reimbursement for all hours worked in conjunction with using your own computer equipment.

Support.com, Inc. (NASDAQ: SPRT) is a leading provider of tech support and turnkey support center services, producer of SUPERAntiSpyware® anti-malware products, and the maker of Support.com® software. Support.com services and products help leading brands deepen their customer relationships. Customers want technology that works the way it's intended. By using Support.com services and software, companies can deliver a fantastic customer experience, leading to happier customers, greater brand loyalty and growing revenues.

The Technical Customer Solutions Professional (Remote) is a high level customer solutions role, which provides inbound customer service solutions regarding troubleshooting and resolution of service related problems for high-speed internet and wireless gateways. This is an exciting work from home opportunity requiring you to work and engage with others in a virtual environment, while providing our customers with a high quality customer solution experience as well as the offering of enhanced services.

As a Technical Customer Solutions Professional (Remote), you will be fully trained to perform the following duties:

Answer inbound calls and greet customers
Determine scope of customer issue in an effective and professional solutions driven manner by utilizing your own skillset and key guided paths
Manage credit card processing when necessary
Encourage completion of customer survey regarding your performance
Effectively resolve customer issue in a timely and professional manner
Properly document all customer interactions while actively engaged with the customer
Adhere to quality standards determined by company and client
Represent our company in a professional and ethical manner
Maintain high level of customer satisfaction with focus on first call resolution
Become a customer solution advocate
Resolve customer requests by investigating problems, developing solutions and recommending additional products and/or services relevant to assessment of the customer needs (upselling)


Skills:

Excellent written and oral communication skills
Ability to provide accurate customer solutions
Excellent listening skills
Ability to present and obtain an effective sale
Ability to interpret and follow a flow chart to deliver a work process
Ability to learn new technical concepts quickly
Ability to communicate technical directions over the phone to experienced and inexperienced computer users, while maintaining a professional and caring demeanor
Excellent customer interaction & solution skills
Strong organizational and multitasking skills a must
Ability to problem-solve and provide resolution
Ability to follow guided paths to deliver resolution
Ability to work in a fast paced changing environment, managing back-to-back call volumes
Ability to work in a very structured environment with scheduled rest and meal periods
Type 40 - 50+ words per minute
Must be able to work in a fast-paced, structured, dynamic and high- customer focused environment, with the ability to maintain composure in stressful situations, manage, and diffuse angry or upset customers, while also offering sales solutions


Responsibilities:

Provide world-class customer solutions, remaining calm and professional while resolving sometimes complex issues with challenging customers
Provide customers with opportunities to enhance his/her product by up-selling Use company provided tools and process to troubleshoot and solve customer technology problems


Qualifications:

A minimum of 1 - 2 years of related experience in a customer service & sales environment
Demonstrated successful sales ability
Ability to navigate through multiple computer applications with speed and accuracy
Ability to follow guided paths to solve customer questions/concerns
Ability and desire to overcome customer objections and provide solutions on every interaction including upselling of products
Maintain good attendance
Must complete a pre-hire drug screen and background check
Experience in the work from home environment is a plus
Must be at least 18 years
Must be willing to HELP customers on an aggressive path to resolution




Equipment Requirements:

Minimum CPU Speed
2 physical cores @ 2.7 GHz Processor or better
4 physical cores @ 2.2 GHz processor or better
Minimum 4Gb RAM
Minimum vertical monitor resolution of 1080 pixels (1920×1080 or higher preferred)
Multiple monitors required
250 GB, 7200 RPM SATA hard drive or better
Internet connection speeds exceeding 10Mbps down and 2Mbps up
Satellite and/or Cellular connection (3g/4g) are not allowed.
Windows 7, 8.1, 10 including .NET 4.5 with all security patches applied
HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc.)
Antivirus Software.
Corded (not wireless) noise canceling USB Headset
Webcam
External Mouse
Landline or cell phone


Working for Support.com as a Technical Customer Solutions Professional:

Hourly wage - $12.00 per hour*
Testing required
Extra Hours Available & sometimes required
100% Work from Home
Medical, Dental, Vision benefits
401K plan
Paid Time Off & Floating Holiday Time
Paid Training
Promotional Opportunities
Employee Stock Purchase Plan
*$11.50 per hour plus $.50 cent per hour for reimbursement

Apply at the link below:

https://recruiting.adp.com/srccar/public/RTI.home?c=1142641&d=ExternalCareerSite&r=5000477829706#/


Support.com is an Equal Opportunity Employer

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