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Tech Support Rep- Direct Hire

Staffmark Nashville Full-Time
$17.25/ hour
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In order to be considered for the position, please complete the pre-assessment below:
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Our Technical Support Representatives are the front-line support for more than 300 million customers. As a Technical Support Representative, you will:
  • Maintain exceptional customer service while providing technology solutions for customers' inquiries about hardware, software OS, apps, and compatibility
  • Remotely support multiple technology devices across Windows, Android, Blackberry OS, Apple iOS
ESSENTIAL FUNCTIONS
  • Troubleshoot technical issues for customer's personal devices; evaluate concerns and issues, identify and deploy solutions, and train customers on solutioning steps, if applicable
  • Learn details of Smart Home Support and other product offerings to confidently and accurately upsell to customers
  • Communicate company policies and procedures to customers
  • Meet key performance indicator metrics for call performance measurements and sales goals; receive feedback/coaching from the management team including Trainers, Quality Analysts, etc.
  • Utilize call center technology to input, track, and report customer issues
  • Navigate company software programs, use web-based search engines and troubleshoot customer issues
  • Escalate calls outside their scope to appropriate tier of Customer service support function
  • Understand the latest bugs and solutions in newly released hardware and/or operating systems to provide exceptional, knowledgeable service
  • Follows directives from Call Center Management (Coaches, Managers, etc.)
  • To ensure we have adequate staff to meet our contractual service level requirements, regular and reliable attendance at the place of work is required


Skills/knowledge: Must have working knowledge (or the ability to learn) multiple hardware platforms and operating systems, including: Windows, Android, Blackberry OS, Apple iOS, wireless technology, wireless equipment, and applications. Must have the ability to handle multiple priorities, work in a fast environment, and manage time effectively. Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation). Must be able to understand, identify, and upsell new products and solutions based on customer needs. Be computer literate with an ability to type 25-35 words per minute and learn new call center software. Must be able to pass a hiring assessment, covering soft skill scenario modeling, business decisions, and product knowledge. Must be self-disciplined and work without close supervision.

Minimum requirements:

•High school diploma or GED

•Flexible to work all shifts as required (evenings, weekends, and holidays)

•6 months of previous customer service experience

•Pass pre-employment assessment

Recommended skills

Customer Service
Operating Systems
Upselling
Platforming
Sales
Apple Ios
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Job ID: 101171-5568

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