Technical Support Specialist
AllSTEM Connections is hiring for one of our prestigious clients. Please make a note of the details below and Kindly let me know if you would like to pursue this opportunity further
Title – Technical Support Specialist
Fully Remote
Only GC and Citizens are accepted (W-2 Role)
Contract for 3 months plus
Hourly Rate - $17.50
Required Experience - 2 - 4 Years
Description:
§ Answer phone calls, chats, and other electronically delivered requests to the call center regarding digital products.
§ Process email requests and issues delivered to the call center
§ Own and manage case including communication and resolution to customer using call ticketing system
§ Research and escalate issues when necessary to Tier 2 support
§ Responsible for handling all customer inquiries and questions that come into the support center
§ Provide excellent customer service at all times
§ Follow up to customer inquiries by taking specific action in a timely manner
§ Troubleshoot software and system problems
§ Exercise retention efforts when appropriate
§ Work with confidential customer information
§ Problem solve and provide guidance to help customers resolve issues
§ Enter data from customers into various software programs
§ Thrives as a team player in a fast-paced, high-energy, change-oriented environment
§ Participates in additional training courses
§ Perform other related duties and assignments as required and as assigned by supervisor or manager
§ 2 year of job-related experience in a call center environment
§ 2 year customer service experience
§ Excellent verbal and written communication
§ Possess analytical and problem solving skills
§ Professional demeanor with the ability to maintain even temperament in high pressure situations
§ Ability to organize, prioritize workload and multi-task
§ Detail oriented
§ 2-3 years computer usage experience
§ Technology Experience:
o Experience using call ticketing system, ie. Salesforce.com or similar
o Experience using call center phone system, ie. Avaya
§ Software experience:
o Internet tools for Window or Mac such as Firefox, Internet Explorer or Safari
o Outlook
o MS Office