Technical Customer Service Representative

This is a fully remote position, open to applicants in Arizona, +13 more states.

📋 Description

• Manage customer inquiries and interactions for VIPdesk Connect clients through phone, chat, and email, with a primary focus on phone communication.

• Represent a varied selection of products and brands dedicated to delivering exceptional customer service.

• Foster positive customer experiences through phone, chat, email, and SMS by using a friendly, respectful, and professional tone.

• Analyze customer information to provide accurate product troubleshooting and related support.

• Diagnose and resolve issues by adhering to best practices and guidelines.

• Assist with device installations, app configurations, and setups.

• Conduct preliminary troubleshooting and offer technical assistance, including network connectivity and device configurations.

• Escalate complex issues to higher support levels as needed.

• Participate in required training and meetings to remain updated on brand, product, service, process, and policy information.

• Achieve performance metrics, including customer satisfaction, average handle time, quality, and productivity.

• Exhibit social responsibility and actively support workplace diversity and inclusion initiatives.

⛳️ Requirements

• Minimum of 1 year of proven experience and success in customer service.

• High School diploma or equivalent qualification.

• Technical skills in problem-solving and troubleshooting.

• Familiarity with desktop platforms and mobile devices.

• Capacity to quickly learn new technologies.

• Strong written and verbal communication abilities.

• Capability to adapt communication styles to suit customer demographics.

• Courteous, friendly, and polite demeanor when interacting with customers.

• Detail-oriented with an emphasis on quality and accuracy.

• Strong sense of urgency in achieving goals.

• Ability to accurately document customer interaction details with minimal errors.

• Ergonomically sound home office setup suitable for taking customer calls.

• Required equipment includes internet connection, USB wired headset, dual monitors, router, modem, webcam, and a computer system that meets VIPdesk Connect's policies and maintenance standards.

• Must currently reside in Arkansas, Arizona, Florida, Georgia, Indiana, Kentucky, Maryland, North Carolina, New Mexico, Nevada, Ohio, South Carolina, Tennessee, Texas, Utah, Virginia, or Wisconsin.

• Experience in a virtual contact center setting is preferred.

• Experience troubleshooting applications on both iOS and Android platforms is preferred.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Paid time off.

• Flexible spending accounts.

• Life insurance.

• Remote work-from-home position.

• Ergonomically sound home-office environment.

• USB wired headset.

• Dual monitors.

• Router.

• Modem.

• Webcam.

• Computer system that complies with VIPdesk Connect's policies and maintenance requirements.