Technical Customer Care Representative I (Entry-Level)
$29,120–$29,120 year
On-siteKilleen, Texas, United States
Job Summary
Troubleshoot VoIP Phone, Data Gateway, and HD Video service disruptions while handling inbound and outbound contacts to resolve customer issues with a focus on first call resolution. Leverage knowledge base systems and training to research problems, coordinate with departments, and accurately document interactions in the Remedy system. Pair remotes and apply problem-solving skills to ensure best-in-class customer experiences across the country. Maintain confidentiality, adhere to all policies and attendance requirements, and stay updated on ad hoc training activities. This entry-level role offers on-the-job paid training for motivated candidates with a passion for superior customer interactions.
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
Desired Qualifications
- One (1) year of experience in customer service or Tier II, technical support
- CompTIA IT certification
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to background/security investigation and drug screening.
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