Technical Customer Support

Technical Customer Service (TCS) representatives deliver timely, accurate, and professional technical support to all customers. The team is looking for driven individuals who are up to the challenge of solving customer issues and providing a positive customer experience. Technical Customer Service (CS) Associates are technically savvy problem solvers with a focus on customer account security and issue resolution. An ideal candidate would need to be an excellent listener, a quick learner, and able to handle ambiguity. You would need the ability to communicate professionally, with maturity and self-confidence.

This is a Full-Time (40 hours per week) position. The average amount of scheduled hours generally consists of 40 hours per week, with the expectation to work additional hours in a week if there is a customer need.

Key job responsibilities:

Providing prompt, efficient, detailed service by engaging directly with customers

Patiently listen to, understand, and solve complex technical customer issues

Investigating, documenting, and resolving issues

Providing world class support to customers

Navigating multiple system applications and researching applicable solutions with ease

Developing detailed knowledge about clients products, services and features

Providing advanced troubleshooting solutions

Being a voice and advocate for our customers when something doesnt feel right

Working with cross-functional support teams to ensure a consistent and high-quality

level of support

Acting as an advocate for our customers by reporting and acting on observed areas for

improvement

Actively seeking solutions to customer needs, communicating trends to leadership, and

suggesting innovative solutions on behalf of the customer experience

This position may require that you handle various contacts types including; Chat, Email,

Inbound and Outbound voice calls with our customers

Basic qualifications:

High School Graduate/ Diploma, one-year-plus of customer experience, or one-yearplus working directly with customers, or enrolled in college/university

Standard qualifications include: (a) Typing Speed (minimum of 30 AWPM for voice and

32 AWPM for chat), (b) Grammar, (c) Active Listening, (d) Attention to Detail, (e) Critical

Thinking, (f) Problem Solving, (g) Conflict Resolution/ Resilience, and Engagement.

Strong interest in consumer technology

Experience troubleshooting technical devices

Basic understanding of networks / Wi-Fi connectivity

Patience working with customers that are slower to learn new technologies

Ability to communicate and present a professional, courteous, and patient demeanor

over the phone

Ability to foster positive relationships

Flexibility with full-time schedule, including shift assignments on weekends/evenings

Problem-solving skills, thinking outside of the box

Proficiency with learning new technology.