Technical Support Agent (Hiring Immediately)
$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 and services. Ensure first call resolution through problem-solving while accurately documenting and processing customer claims in appropriate systems. Research internal systems to locate missing information and coordinate with other departments to resolve complex issues as needed. Utilize knowledge bases and training materials to answer customer questions while adhering to required scripts, policies, and procedures. Escalate unresolved customer issues to appropriate staff and management for resolution. Attend meetings and review new training materials to stay updated on program knowledge, systems, and processes. Maintain confidentiality regarding customer and personal information while following all attendance and 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
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