Responsibilities:

• Answer phones to provide tech support, respond to orders, set up RMAs (tickets/work orders), general customer inquiries, invoice questions, and customer complaints.
• Respond to customer requests
• Provide tech support for cell phone and smart phone customers
• Set up RMAs (tickets/work orders) for defective and/or broken products
• Provide updates to customers regarding repairs
• Sell product and place customer orders in computer system
• Provide customers with product and service information
• Up sell products and services
• Transfer customer calls to appropriate staff
• Identify, research, and resolve customer issues using the computer system
• Follow-up on customer inquires not immediately resolved
• Complete call logs and reports
• Research billing issues
• Research misapplied payments
• Recognize, document and alert the supervisor of trends in customer calls
• Recommend process improvements
• Perform other duties as assigned 

Qualifications:

• 1-3 years of recent tech support required
• Must be able to work in a 24/7 call center working either 1^st, 2^nd or possibly 3^rd shift
• Have strong problem solving, creative thinking and organizational skills.
• Must also be proficient in computers and software and have an interest in learning new technologies.
• Exceptional communication and interpersonal skills are also vital as this position entails answer questions and helping customers via telephone.
• Previous Call Center experience
• Excellent Telephone skills
• Strong typing skills 
• Ability to talk and type at the same time
• Strong problem solving, creative thinking and organizational skills
• Knowledge of new technologies
• MS Office (word, excel, outlook, etc.)
• Demonstrated proficiency and understanding of the following:
  Reading, writing, and arithmetic skills required
• Computer literate with the ability to learn customer service software applications.
• Duties require professional verbal and written communication skills