Senior Technical Support Advisor

Senior Customer Service Advisor – Technical Support

Remote – US 

Pay rate is $15 an hour. Full time with Benefits Work From Home

We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.  

We are hiring technical support positions for a new program in our virtual contact center network. In this role, you will not only be there to help customers with their account issues, but also provide them with exceptional service. Successful candidates should have experience working in a technical support role in a virtual contact center environment.  

The Opportunity:  

Position responsibilities:

• Answering customer inquiries via phone, chat, and other electronic methods
• Responding to customer requests for product information and assistance
• Resolving customer service issues in a timely and professional manner
• Utilizing computer technology to handle a high volume of calls
• Working closely with team leads, supervisors and contact center managers to ensure customer satisfaction
• Adhering to call script and call center policies
• Managing customer interactions using provided Amazon Web Services (AWS) tools

Primary responsibilities will include:

• Being a people person who enjoys talking to and assisting others and taking pride in providing quality service
• Using your strong people skills to build a genuine connection with customers in a friendly and professional manner
• Listening attentively to customer needs and concerns; demonstrating empathy while maximizing opportunity to resolve product, service, and technical issues
• Navigating multiple applications and researching solutions with ease; troubleshooting medium to complex technical issues, while striving for one-call resolution
• Providing customer support through the following channels: phone calls, chats, email and web tickets
• Working in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers
• Documenting information into web-based ticketing system
• Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
• Handling multiple job tasks at one time and escalating issues in a timely manner 

The Candidate:

Required skills: 

• Computer/Internet savvy, comfortable operating in several applications simultaneously 
• Strong technical acumen and problem-solving skills
• Customer-focused mindset
• Ability to work in a team environment with minimal supervision
• Excellent written and oral communication skills, with strong customer service and interpersonal skills
• We require 7 days/week availability. Schedules vary and will be discussed during the interview
• Expertise in supporting MacBook, MacBook Air, MacBook Pro products
• Expertise in supporting Personal Computers/Windows10/ Microsoft Office products
• Strong record of achievement in terms of performance to goals/key success metrics
• Must be at least 18 years of age
• High School Diploma or equivalent combination of education and experience 
• Ability to take inbound (voice) phone calls in a conversation-heavy environment
• Full professional proficiency in written and spoken English (equivalent to CEF C1 level or above)
• Must reside within an approved state*

Preferred skills:

• A stable employment history, with a minimum of one year at your most recent employer
• Apple Certified MAC Technician (ACMT) Certification
• Previous experience in the education industry and with e-learning technologies
• Relevant technical certifications
• Graduate of a computer science/technology degree program (Associates or higher)