Customer Representative

This is a fully remote position, open to applicants in Florida.

📋 Description

• Assess customers’ requirements, clarify details, and offer direct assistance or guidance towards resolution.

• Address a range of issues within technical systems with proficiency and precision.

• Generate cases for all incoming calls and emails.

• Document the history of the issue, all actions undertaken, and the outcome if resolved at the Help Desk.

• Elevate cases to the appropriate next level when necessary.

• Prioritize customer service above all else.

• Continuously enhance the ability to manage difficult customer interactions.

• Identify shifts in call types and communicate them to management.

• Oversee the status of customers’ networks, hardware, and software.

• Ensure proper tracking of escalations through established channels until resolution.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Experience in a technical call center support role.

• Background in a technical support position or similar technical experience.

• Strong grasp of customer service principles and customer relations.

• Ability to take initiative and grasp new processes and concepts quickly.

• Capacity to make sound judgments and decisions.

• Proficient written and verbal communication abilities.

• Basic knowledge of software and hardware troubleshooting.

• Skill in evaluating and assessing situations effectively.

• Ability to quickly and accurately identify critical issues.

• Capable of composing informative, clear, and precise written content.

• Strong problem-solving and analytical capabilities.

• Teamwork abilities in a collaborative environment.

• Associate’s degree in Information Technology, Computer Science, or a related field is preferred.

• Familiarity with ServiceNow and Five9 is preferred.

• Experience in retail cash offices is preferred.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, AD&D, retirement plan, and disability insurance.

• Eight paid holidays each year.

• Five sick leave days.

• Four personal days.

• Vacation time accrued at a rate of 3.08 hours biweekly.

• Compensation for unused vacation as mandated by law.

• Enhanced pay rate of $18.00 per hour for bilingual French (Canadian) representatives.