Entry-Level Technical Support Agent

Overview

Entry-Level Technical Support Agent (Full-Time) role at Mass Markets. This entry-level position offers on-the-job paid training. You will handle blended inbound phone interactions with residential and business customers, troubleshoot account issues, provide general customer service, and up-sell customers on products and services when appropriate.

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problem solving and effective call handling
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and management for resolution as needed
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words per minute)
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Basic understanding of Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow-up on customer issues
• Aptitude for conflict resolution, problem-solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience

Starting compensation is based on experience, with a variety of benefits and incentives to support and reward team members. Benefits vary by geography.

• Paid Time Off and holidays
• Incentives and rewards programs with cash bonuses and prizes
• Health benefits for full-time employees after 60 days; MEC medical plans after 30 days
• Retirement savings programs where available
• Disability and life insurance options
• Career growth opportunities through internal promotions
• Paid training and a collaborative, engaging work environment
• Casual dress code

The job operates in a professional office environment and is largely sedentary. You may be required to sit/stand for long periods, operate a computer and telephone headset, and occasionally move about the office.

• Must be authorized to work in the country where the job is based
• Willing to submit to Level II background and/or security investigation with fingerprint; offers contingent on results
• Willing to submit to drug screening; offers contingent on results

We embrace differences and believe diversity benefits our employees, customers, and community. All aspects of employment are based on merit and qualifications. We provide reasonable accommodation to qualified applicants with disabilities where required by law.

About Mass Markets and the Mass Markets family of brands. This description provides a general overview and is not an all-inclusive list of duties, responsibilities, or qualifications.