Las Cruces Technical Support Representative (Full-Time)
$31,200–$31,200 year
On-siteLas Cruces, New Mexico, United States
Job Summary
Handle inbound and outbound phone interactions with residential and business customers to troubleshoot account issues, provide general customer service, and up-sell products when appropriate. Ensure first call resolution through effective call handling, research systems to locate missing information, and coordinate with other departments to resolve complex issues. Accurately document and process customer claims in appropriate systems while utilizing knowledge base and training to answer questions following required scripts and policies. Escalate unresolved customer issues to staff or management and attend meetings and training to stay updated on program knowledge and system changes. Comply with requirements surrounding confidential information and adhere to all attendance and work schedule requirements.
Required Qualifications
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a 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
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- 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
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
- Job offers are contingent on background/security investigation results
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