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Technical Support Representative

The Technical Support Representative will handle incoming calls or messages from customers that need to set up new devices. They will also perform basic troubleshooting and claim support as necessary, including, but not limited to, app and email account set up, device activation, device set up, claim status support, and factory data reset. The expert must be able to use knowledge management systems, client systems, and other diagnostic tools to resolve issues. In this role, the expert will be responsible for providing a distinctive customer service experience. This support will encompass mobile hand held devices, tablets, computers and other consumer electronics. Duties and Specifications
– Take incoming calls or messages from customers regarding their mobile devices, tablets, computers, and/or other consumer electronics
– Assist customers with device set up and device education on mobile devices, tablets, computers and/or other consumer electronics
– Provide customer with logical trouble shooting to resolve operation issues on mobile devices, tablets, computers and/or other consumer electronics
– Using processes outlined and available tools, achieve First Call resolution standards
– Provide a value added experience with outstanding customer service
– Maintain quality call standards as trained
– Comply with a schedule of shift times, break, and lunch hour times
– Be available for any shift 7 days a week, 24 hours a day
– Maintain an average monthly response time standard
– Proactively find new technology trends and solutions for knowledge base
– Starting pay $14.00 per hour Skills and Specifications
– The ability to identify, analyze and resolve hardware and software issues on consumer electronics is required
– Must have the ability to correct OS errors, resolve internet connectivity issues, and address compatibility issues across all platforms
– Must be able adept at device activation, setup, enhancement, restoration and deletion.
– Must be able to explain and upsell our product offerings to eligible customers
– Must have an understanding of wireless operating systems such as Android, Apple iOS, Blackberry, and Windows phone
– Must possess the ability to identify, analyze and resolve issues related to mobile handheld devices and tablets
– Requires a problem-solving aptitude as demonstrated by experience in successfully troubleshooting a variety of consumer electronics and computer issues
– Requires a highly proactive customer service mindset that is adaptive to varying customer technical skill levels Qualifications:
– Bachelor’s degree or associate’s degree from an accredited institution preferred
– Experience delivering technical support
– Strong communications skills
– The ability to engage with customers effectively
– Familiarity using knowledge based systems (KMS) to deliver technical support
– Strong telephone and customer service skills
– Passion for technology
– Experience with helpdesk reporting tools
– Strong grammar and typing skills

CCR4
#CB CUS00008 | Russellville | Arkansas | US | 2018/05/29

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