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Technical Customer Support Representative at Ampcus Inc.

Technical Customer Support Representative

Ampcus Inc. Philadelphia, PA Contractor
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We are looking for Technical Customer Support Representative. Please review the job description below and please let us know if you are interested and available.


Job Title: Technical Customer Support Representative

Locations:  Philadelphia, PA 19019

Duration: 6 months with possibility of extension 


The shifts are listed below.  The number of available positions for each shift listed is to the far left of the shift.


2 - Mon - Fri 7 am  5.00 pm flex

2 - Mon - Fri 8 am -6.00 pm flex

2 -Mon – Fri 9 am – 7.00 pm flex

1 - Mon - Fri 1130 - 9.30 pm flex

1 - Mon - Fri 1 am - 9:30 am (overnight)

1 - Wed - Sat 11:30 am - 10:30 pm (4 day’s 10 hours each)

1 - Sat - Wed 8.00 am -6.00 pm flex (weekend set start at 8 am)

1 - Sat - Wed 7.00 am - 5.00 pm flex (weekend set start at 7 am)

1 - Sat - Tues 8.00 am - 6.30 pm (4 day’s 10 hours each)

1 - Sun - Thurs 7.00 am – 3.30 pm

1 - Sun - Thurs 9.00 am – 6.00 pm flex


Candidates MUST meet the following requirements.

• They must have working personal internet in their residence, to be self-paid (not at Client's expense)

• They must have a private/quiet area due in their residence due to the confidential nature of the business.

• They must have a personal computer with a camera so we can conduct the remote interview(s).

• If they don’t have a g-mail address, they’ll need to have one in order to participate in the WebEx interview.

Technical Customer Support Representative



·         Works with Client customers via the telephone to answer questions and resolve any technical issues with Client external facing website products or services.

·         Assist with Login issues and helping customers retrieve their User IDs and reset their Passwords while ensuring to follow set security standards.

·         Maintains a high level of customer focus in all interactions.

·         Attempts to resolve issues at first level within specified timeframe.

·         Diagnoses customers' technical issues and provides creative solutions and alternatives that meet business needs.

·         Provides "just-in-time training to the customer over the phone as needed.

·         Escalates unresolved issues and service requests to the ap    propriate technical support group identified in Customer Support Center scripting.

·         Maintains documentation on incoming calls via ticket tracking system including steps and actions taken to resolve customer issues.

·         Identifies opportunities for process improvement and problem elimination.

·         Continually focuses on learning new technologies to support rapidly changing and expanding environment.

·         Establishes and follows through on individual development plans that enhance team and personal effectiveness.



·         1+ years customer service experience, preferably in a call center environment.

·         Aptitude for, and interest in, learning new technologies.

·         Understands customers' issue and demonstrates real concern.

·         Responds quickly and resolves problems related to technology usage.

·         Communicates clearly.

·         Establishes credibility quickly by following up and taking initiative.

·         Probes and uncovers customers' underlying issues.

·         Defines problems quickly and resolves majority of issues within specified timeframe.

·         Can deliver "just-in-time training over the phone.

·         Actively shares knowledge and offers assistance to team members.

·         Identifies and takes initiative to implement improvement opportunities.

·         Possesses insatiable appetite for learning, continuously pursues new learning that add value to the team's knowledge base



Education: 1+ years customer service experience, preferably in a call center environment.

Reason Detail:
8 am to 6 pm f Mon - Fri 8 am to 6 pm f Mon - Fri Noon to 10:30 f Mon - Fri Noon to 9 PM f Mon - Fri 9 AM to 7 PM f Mon - Fri 8 AM to 6 PM f Mon - Fri 10 AM to 8 PM f Mon - Fri

Recommended skills

Customer Support
Customer Service
Call Centers
Technical Support
Information Security
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