Technical Support Representative (FT)

 

Job Summary:
We are searching for polite, professional Technical Support Call Center Agents to represent our clients professionally by providing remarkable service to their customers via phone. The Support Agent may handle a high volume of inbound calls and should seek to create a positive experience for each caller. Technical Support Agents will listen to customers to understand the reason for their call, address all inquiries and provide an accurate and efficient response.

THIS IS A WORK ONSITE POSITION! Must be able to work nights and weekends and live within driving distance of our Charlotte location.

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Pay starts at $18/hr. plus performance bonuses.

Perks:

• Monthly Performance Bonuses.
• Quarterly reviews and raises based on performance.
• Career Development and Management Training.
• Travel and Entertainment Discounts.
• Comfortable work environment – no standing for long hours.

Benefits:

• Full health benefits after 45 days.
• Paid time off after 90 days.
• 401K.
• Tuition reimbursement.
• Referral Incentive Program.

Responsibilities:

• Answer inbound calls and greet customers with energy and enthusiasm.
• Respond to customer inquiries regarding technical issues with their mobile devices.
• Build lasting relationships with clients, customers, and other call center team members based on trust and reliability.
• Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.
• Meet department productivity and quality standards.
• Strive for first-call resolution and take true ownership of customer needs and issues.
• Communicate and follow instructions for one-call customer resolution.
• Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns.
• Take an active role in educating customers about our client's products and services.
• Provide clear and concise technical guidance and solutions to customers.
• Maintain a high level of customer satisfaction by resolving technical issues promptly.
• Document customer interactions and technical solutions in a clear and detailed manner.
• Stay current with new technologies and industry developments.
• Collaborate with other technical support specialists and department managers to resolve complex customer issues.

Requirements:

• Proven experience in technical support, with a focus on mobile devices/internet services.
• Must be flexible with schedules. Weekends, evenings, overnight.
• Work onsite position.
• 1+ years of customer service experience required.
• Must have at least 1 year of technical support experience with mobile phones and home internet.
• HS Diploma or GED/equivalent.
• Computer literacy and typing skills of 25 words per minute.
• Self-motivated and able to adapt and comprehend changes in business processes or procedures.
• A High school diploma, G.E.D., Trade/Vocational School certificate, or equivalent is required.

About iQor:

iQor is a managed services provider of customer engagement and technology-enabled BPO solutions. With 35,000 employees in 9 countries, we partner with many of the world's best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services.Our award-winning technology, logistics, and analytics platforms enable us to measure, monitor, and analyze brand interactions, improve business processes, and find operational efficiencies that lead to superior outcomes for our partners across the customer and product life cycles.

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