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Technical Customer Support Representative

Synergy Communications LLC

Technical Customer Support Representative

Tarzana, CA
Full Time
Paid
  • Responsibilities

    Job Description

     

    ARE YOU LOOKING FOR THE PERFECT JOB? STOP -- WE HAVE WHAT YOU ARE LOOKING FOR! WORK FROM THE COMFORT OF YOUR OWN HOME! PAID TRAINING!

    SYNERGY INTERNET is a regional wireless internet service provider, offering internet services, computer repair services dedicated to providing help desk and personal technology for small businesses and home consumers.

    The TECHNICAL CUSTOMER SUPPORT REPRESENTATIVE (REMOTE) is a high-level customer solutions role, which provides inbound and outbound customer service solutions regarding internet issues, removal of viruses, computer tune-ups and other requests made by our customers. This is an exciting opportunity requiring you to work and engage with others in a virtual and sometimes physical environment, while providing our customers with a high-quality customer solution experience.

    As a TECHNICAL CUSTOMER SUPPORT REPRESENTATIVE (REMOTE), you will be fully trained to perform the following duties:

    • Answer inbound calls, make outbound calls and greet customers
    • Determine scope of customer issue in an effective and professional solutions driven manner
    • Manage credit card or check by phone processing when necessary
    • Encourage completion of customer survey
    • Effectively resolve customer issues in a timely and professional manner
    • Properly document all customer interactions while actively engaged with the customer
    • Adhere to quality standards determined by company and client
    • Represent our company in a professional and ethical manner
    • Maintain high level of customer satisfaction with focus on first call resolution
    • Become a customer solution advocate
    • Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to assessment of the customer needs
    • Assist in setting up, assembling and plugging in equipment

    SKILLS:

    • Excellent written and oral communication skills
    • Ability to provide accurate customer solutions
    • Ability to make an effective sale
    • Ability to interpret and follow a flow chart to deliver a work process
    • Ability to learn new technical concepts quickly
    • Ability to communicate technical directions over the phone to inexperienced computer users, while maintaining a professional and caring demeanor
    • Excellent customer interaction & solution skills
    • Strong organizational and multitasking skills a must
    • Ability to problem-solve and provide resolution
    • Ability to follow guided paths to deliver resolution
    • Ability to work in a fast-paced changing environment
    • Ability to work in a very structured environment with scheduled rest and meal periods
    • Type 40 - 50+ words per minute
    • Must be able to work in a fast-paced, structured, dynamic and high- customer focused environment, with the ability to maintain composure in stressful situations, manage, and diffuse angry or upset customers, while also offering sales solutions when appropriate

    RESPONSIBILITIES:

    • Provide world-class customer solutions, remaining calm and professional while resolving sometimes complex issues with challenging customers
    • Provide customers with opportunities to enhance his/her product by up selling when appropriate
    • Use company provided tools and process to troubleshoot and solve customer technology problems

    *Qualifications:

    • A minimum of 1 - 2 years of related experience in a customer service & sales environment
    • Demonstrated sales ability
    • Ability to navigate through multiple computer applications with speed and accuracy
    • Ability to follow guided paths to solve customer questions/concerns
    • Ability and desire to overcome customer objections and provide solutions on every interaction
    • Maintain good attendance
    • Must complete a pre-hire drug screen and background check
    • Experience in the work from home environment is a plus
    • Must be at least 18 years
    • Must be willing to HELP customers on an aggressive path to resolution

    EQUIPMENT REQUIREMENTS:

    • Minimum CPU Speed
    • 2 physical cores @ 2.7 GHz Processor or better
    • 4 physical cores @ 2.2 GHz processor or better
    • Minimum 4Gb RAM
    • Minimum vertical monitor resolution of 1080 pixels (1920×1080 or higher preferred)
    • Multiple monitors are helpful but not required
    • 250 GB, 7200 RPM SATA hard drive or better
    • Internet connection speeds exceeding 10Mbps down and 2Mbps up
    • Satellite and/or Cellular connection (3g/4g) are not allowed. * Windows 7, 8.1, 10 including .NET 4.5 with all security patches applied
    • HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc.)
    • Antivirus Software.
    • Corded (not wireless) noise canceling USB Headset
    • Webcam
    • External Mouse

    Working for Synergy Internet as a TECHNICAL CUSTOMER SUPPORT REPRESENTATIVE:

    • Testing required
    • Extra Hours Available & sometimes required
    • 100% Work from Home
    • Medical, Dental, Vision benefits
    • 401K plan
    • Paid Time Off & Floating Holiday Time
    • Paid Training
    • Promotional Opportunities

    Synergy Communications LLC  is an Equal Opportunity Employer