Technical Support Representative

We have an outstanding Contract position for aTechnical Support Representative.

This position is 100% remote.

Pay Rate: $16.00

The Technical Support Representative (TSR) role is  far  more than a standard service agent; this individual  serves as a guardian of  brand experience and the technical integrity of the subscriber network.  In the telecommunications environment, where connectivity is a fundamental necessity, this role is strategically positioned to maintain network reliability and cultivate deep subscriber trust.  TSRs ensure the subscriber journey remains uninterrupted and secure by handling inquiries and concerns and seeing them through to resolution.

The primary  responsibilities include handling inbound and outbound customer  calls ,   and providing effective solutions that meet  their  current and future needs.  Additionally, the representative will collaborate with other TSRs and leadership to enhance customer service delivery.  

TSRs will make and place calls to and from customers using a PC-based softphone with a headset. Our ideal candidates are empathetic, patient, professional, and passionate communicators. Our most effective TSRs are technically savvy, eager  to continually learn and improve their skills . A paid training program will equip you with the knowledge necessary  to effectively assist customers .

Job Responsibilities:

+  The primary  role is to assist customers on inbound/outbound calls ,  providing accurate  and  satisfactory answers to customer inquiries.

+  Tool proficiency using  AI Assist ,  engaging with  real-time troubleshooting guidance to identify solutions while  maintaining focus  on the subscriber interaction.

+  Authenticate and validate interactions via CPNI Standards.

+  Administering One-Time Passcodes (OTPs).

+  Upholding  PCI DSS Standards.

+  De-escalate situations involving dissatisfied customers, offering assistance and  

+  support.  

+  Guide callers through website navigation and product or service use.  

+  Review customer accounts and provide updates and information on billing, shipping, warranties, and other account-related matters.

+   Collaborate with other TSRs and leadership to improve customer service.

+  Become fully trained and maintain a complete understanding of  the call handling  processes, procedures, and call requirements.

+  Document all call activity accurately in systems with complete and thorough notes.

+  Attend all training sessions.

+  Requirement to diligently  log  into  the UKG system, Contact Center tools, and websites as required.

Basic Hiring Criteria:

+  Must possess excellent written and verbal communication skills.

+  Have a high level of compassion for callers, have the skill to use key phrases to show empathy, and a desire to de-escalate distressed callers.

+  Must have strong interpersonal skills to enable smooth conversation flow with customers, using active listening.

+  Must learn and maintain knowledge of customer relationship or customer service practices, mistake-free.

+  Flexibility  in role/job function changes and  shift  to meet customer needs and requests.

+  Skilled at typing, data capture, and entry using proper grammar and correct spelling.

+  Must be able to multitask, manage time properly and effectively, and work independently.

+  Must be able to adapt to different situations and individuals.

+  Willing and able to work 8-hour shifts using a computer with  keyboard ,  using  two monitors, and a headset with a microphone.

+  Must be comfortable handling back-to-back calls in a fast-paced atmosphere.

+  Be dedicated to  working  the  schedule provided .  Absences are not tolerable.

+  Must be  acceptable to have  calls monitored and/or recorded, and  understanding  that agent activity is closely monitored using call center technology to ensure call quality  exceeds  the client's needs.

+  Must be  capable of reading  from scripts.

+  Pre-Hire Assessments include, but are not limited to, passing a typing, spelling, grammar, listening, and comprehension test.

+  A Windows PC is required, running Windows 10 or 11 (no Mac Books  or  Chromebooks  or  virtual machines).

+  8 GB of RAM, minimum DDR4 or DDR
5.

+  Quad-core processor, minimum.

+  USB wired headset.

+  Wired internet connection with a minimum internet speed of 80/15.

+  Cannot use satellite, hotspots, MIFI devices, wireless AC wall plug-in extenders, repeaters, boosters, and/or pods.

+  Dual monitors.

 Benefits offered vary by contract. Depending on your…