Tech Support Representative Job Openings (Full-Time)
$27,248,000–$35,880,000 year
On-siteDallas, Texas, United States
Job Summary
Handle inbound and outbound phone contacts with residential and business customers to troubleshoot account issues, provide general customer service, and up-sell products. Ensure first call resolution through problem-solving and effective call handling while accurately documenting and processing customer claims in appropriate systems. Research systems to find missing information and coordinate with other departments to resolve issues when needed. Utilize knowledge base and training to answer customer questions while following all required scripts, policies, and procedures. Escalate customer issues to appropriate staff and managerial resolution as needed. Attend meetings and training to stay up-to-date on changes to program knowledge, systems, and processes. Complete a full application including screening questions and a brief pre-employment test to be considered.
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.
- Subject to a LEVEL II background and/or security investigation with a fingerprint.
- Must be willing to submit to drug screening.
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