Tier 2 Customer Care Team Member
On-siteChelmsford, Massachusetts, United States
Job Summary
Handle escalated calls regarding customer service and technical support for product-related inquiries with empathy and patience. Acquire customer and issue-related information to input into the CRM database, then ask probing questions to determine the root cause. Utilize troubleshooting steps to resolve issues involving iOS, Android, gaming consoles, smart TVs, and browsers while building rapport with the customer. Clearly document inquiries, steps taken, and resolution, and compose professionally written emails for digital channels. Defuse difficult situations over the phone and other support channels effectively. This role requires Windows 10/11, a personal webcam and headset, and must be performed by a resident in specific states.
Required Qualifications
- Windows 10 Operating system
- Strong customer service skills
- Analytical thinking and problem-solving
- Ability to navigate multiple windows and applications to provide accurate information to end user
- Ability to work flexible shifts based on business needs
- Familiarity with troubleshooting iOS (iPhone/iPad), Android (Handset/Tablet), Gaming Consoles (Xbox, PlayStation), Smart TVs (Samsung, Vizio, Amazon), Streaming Devices (Roku, Firestick) and Computer Browsers (Firefox, Chrome)
- Must reside in one of the following states: AR, FL, GA, KS, NC, OH, OK, PA, SC, TX, TN, VA
- Smart phone for two factor authentication
- Personal Windows 11 Operating System required with webcam and USB headset
- Must pass all assessments and systems check
- High school diploma or equivalent
- Ability to communicate through verbal and written English
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