Technical Customer Care Representative I (Entry-Level)
$23,920,000–$23,920,000 year
RemoteUnited States or US
United States or USRemoteFull Time$23,920,000–$23,920,000 yearEntry LevelLarge
Full TimeEntry LevelLarge
Job Summary
Handle inbound and outbound contacts to troubleshoot VoIP Phone, data, and HD video service disruptions with a focus on first call resolution. Leverage knowledge bases and training to research issues, coordinate with departments as needed, and resolve the customer's reason for contacting Tech Support. Accurately document every interaction, code the appropriate call type in the Remedy system, and comply with all policies regarding confidential information. Maintain a positive, enthusiastic outlook while interacting with hundreds of customers weekly to ensure a best-in-class experience.
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
Additional Requirements
- Must be authorized to work in the country where the job is based
- Subject to the program and location of the position
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Job offers are contingent on background/security investigation results
- Must be willing to submit to drug screening
- Job offers are contingent on drug screening results
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