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customer service technician

Company: Support.com
Location: Sunnyvale
Posted on: September 13, 2018

Job Description:

Job Title:
Customer Service Technician

Location:
US

External Description:
Customer Service Technician (Remote) Support.com (NASDAQ: SPRT) is a fast paced environment fully committed to providing world-class customer service. The Customer Service Technician (Remote) is an entry level role which provides inbound customer service support for basic 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 service experience. As a Customer Services Technician (Remote) you will be fully trained to perform the following duties. As a member of this best-in-class technology services team you will:

  • Answer inbound calls and greet customers
  • Determine scope of customer issue in an effective and professional manner
  • Manage credit card processing when necessary
  • Promoting and selling new products and services that will benefit the customer
  • Encourage completion of customer surveys
  • Effectively resolve customer issues in a timely manner
  • Properly document all customer interactions
  • Adhere to quality standards determined by the company
  • Represent the company in a professional and ethical manner
  • Maintain high level of customer satisfaction with focus on first call resolution
  • Resolve customer requests by investigating problems, developing solutions and recommending additional products and/or services relevant to assessment of the customer needs Skills:
    • Excellent written and oral communication skills
    • Ability to interpret a flow chart to deliver a work process
    • Ability to learn new technical concepts quickly
    • Communicate technical directions over the phone to inexperienced computer users
    • Excellent customer interaction skills
    • Strong organizational and multitasking skills
    • Ability to problem-solve
    • Ability to follow written instructions
    • Ability to work in a fast paced changing environment
    • Ability to work in a very structured environment with scheduled rest and meal periods
    • Type 30+ words per minute Customer Service:
      • Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues
      • Provide customers with opportunities to enhance his/her product by up-selling when appropriate Qualifications:
        • 1 year of related experience in a customer service environment
        • Demonstrated good attendance with previous employer(s)
        • Ability and desire to overcome customer objections
        • Ability to follow guided paths to solve customer questions/concerns
        • Pass an extensive background check
        • Experience in the work from home environment is a plus
        • Must be at least 18 years Minimum CPU Speed:
          • 2 Physical GHz Processor or better
          • 4 Physical GHz processor or better
          • i5 or better processor preferred
          • Minimum 4Gb RAM
          • Minimum vertical monitor resolution of 1080 pixels (1920x1080 or higher preferred)
          • Multiple monitors highly recommended
          • 80 GB, 7200 RPM SATA hard drive or better
          • Internet connection speeds exceeding 5Mbps down and 1Mbps up
          • Satellite and/or Cellular connection (3g/4g) are not allowed
          • Windows 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 cancelling USB Headset
          • Webcam--- Working for Support.com:
            • During Training - $9.00 per hour*
            • After Training - $10.25 per hour**
            • Testing required
            • Extra Hours Available
            • 100% Work from Home
            • Medical, Dental, Vision benefits
            • 401K plan
            • Paid Time Off
            • Paid Training
            • Promotional Opportunities
            • Employee Stock Purchase Plan *$8.50 per hour plus $.50 cent per hour for reimbursement **$9.75 per hour plus $.50 cent per hour for reimbursement Support.com is an Equal Opportunity Employer

              Job Description:
              Minimum CPU Speed
              • 2 Physical GHz Processor or better
              • 4 Physical GHz processor or better
              • i5 or better processor preferred
              • Minimum 4Gb RAM
              • Minimum vertical monitor resolution of 1080 pixels (1920x1080 or higher preferred)
              • Multiple monitors highly recommended
              • 80 GB, 7200 RPM SATA hard drive or better
              • Internet connection speeds exceeding 5Mbps down and 1Mbps up
              • Satellite and/or Cellular connection (3g/4g) are not allowed
              • Windows 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 cancelling USB Headset
              • Webcam--- Support.com is an Equal Opportunity Employer

                Keywords: Support.com, Sunnyvale , customer service technician, Professions , Sunnyvale, California

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