Technical Customer Care Representative I (Entry-Level)
$23,920,000–$23,920,000 year
RemoteUnited States or US
Job Summary
Handle inbound and outbound contacts in a courteous, timely, and professional manner to resolve VoIP Phone, data, and HD video service disruptions. Troubleshoot technical issues with a focus on first call resolution by leveraging multiple systems, the Knowledge Base, and training to research and coordinate with other departments as needed. Own the resolution of the customer's reason for contacting Tech Support while accurately documenting interactions and coding call types in the Remedy system. Comply with all required policies, procedures, and confidentiality standards while staying up to date on ad hoc training activities.
Required Qualifications
- Must be 18 years of age
- High school diploma or equivalent
- Understand the basics of VoIP Phone systems, internet gateways, and HD video
- The ability to evaluate, troubleshoot, and follow-up on customer issues
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (30+ words a minute)
- Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Understanding Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- 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 utilizing multiple tools to address the customer's questions
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change is constant
- 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 or Tier II, technical support
- CompTIA IT certification
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