Customer Service Representative - Tech Support - (WAH-Seasonal)

Position: Customer Service/Tech Support Agent

Location: Work From Home - Remote

Terms: Full-time, Seasonal Position

Pay: $18/hr
 

Join Team Alorica

At Alorica, we’re redefining what it means to be a global leader in customer service and experience one interaction at a time. With Alorica-at-home and locations in 18 countries around the world, we offer endless career opportunities from customer service, training, and tech support, to management, recruiting, and more. And we’re proud to say over 70% of our leaders are promoted from within!

But that’s not all…we also provide a full range of benefits to help our employees achieve financial, emotional, mental, and physical well-being including supporting their own communities through Making Lives Better with Alorica (MLBA). MLBA is our award-winning, in-house non-profit charity that’s focused on empowering people through mission-focused work.

 

Job Summary

As a Customer Service Tech Support Agent, you’ll provide basic support to administrators, teachers, students, and parents using educational products in the classroom and at home. Working for a global learning company specializing in cutting-edge education technology solutions, you’ll be making a difference every day for students and teachers. Most contacts will come from professionals such as teachers and IT administrators in school districts, and the support you provide will be a hybrid of technical support and customer service—so experience in both areas is important. You’ll use effective customer support skills and techniques to identify issues, troubleshoot technical problems, determine the correct steps for resolution, and document interactions to help reduce customer effort and provide valuable business insight. Some of our most successful candidates are not IT professionals but bring strong communication and problem-solving skills to the role.

KEY JOB RESPONSIBILITIES

• Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Maintains and updates customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call-related information for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Upsells to customers as necessary

Responsibilities

• Provide users support via phone, email, and other channels in accordance with Company Standards
• Resolve issues for customer contacts, Examples: requests for assistance with passwords, feature walk-throughs, product performance and content, and general customer inquiries
• Use the Knowledge Base, admin tools, and remote sharing tools to assist with the resolution of issues
• Manage your cases, which may include scheduling of call-backs and managing a follow-up schedule, and follow-ups may be either outbound calls or emails
• Collaborate with internal groups to define or update Knowledge Base articles that will assist agents in delivering accurate issue resolutions in a timely manner
• Provide Alorica Management with updates/alerts regarding Alorica tools, software or system outages, and major incidents as well as trending customer issues
• Attend and engage in continuous training to fulfill job responsibilities

 

Qualifications

• High school diploma or GED equivalent
• Minimum of three (3) years of experience combined in consumer product technical support/ technology experience or background, call center, customer service, chat and/or social media interactions
• Strong customer services skills with an emphasis on critical thinking skills and active listening skills; using empathy to demonstrate effective probing and questioning to work with customers to identify root causes of issues and move towards resolution
• Articulate with a high level of business writing skill in order to accurately and completely understand and document technical issues from customers
• Must be able to multitask with navigating systems while communicating with customers
• Able to support higher customer volume; potential for back-to-back calls and/or case work
• Proficient with the support of browser-based programs and understanding of major internet browsers (Chrome, Edge, Safari, Firefox). 
• Basic understanding of Microsoft Office applications
• Salesforce experience is a plus

 

Work Environment

• Ethe