by twochickswithasidehustle | Feb 20, 2024 | Uncategorized
THE PERSON
Are you a detail-orientated customer advocate who loves to learn and is fulfilled by solving problems? Do you consider yourself an articulate, concise communicator who builds trust and buy-in by exuding empathy for our clients and teammates? If you are a self-driven, persuasive, passionate and customer-focused technical specialist with a knack for visualizing solutions, then we want to talk to you!
Our ideal Help Desk Specialist candidate is:
- Honest, Patient, Accountable, Open-minded
- Approachable – You are high-energy, friendly, and are comfortable with a high volume of tasks and customer interactions. You are always anticipating customer needs and enjoy the idea of what’s next.
- Curious – You’re a good listener who wants to peel back the layers of a problem rather than jumping to conclusions. You feel comfortable asking targeted questions that will get to the heart of any issue.
- Coachable – You’re energized by verbal interactions and passionate about continuous learning and improvement. You’re thirsty to learn more about our products and how they work and are unafraid to dive into the tech side of our company.
- Adaptable – You’re a natural multi-tasker and critical thinker who is comfortable with different communication styles and the unknown. You like challenge and surprise and understand how tech and apps can be skillfully applied to solve a business problem.
- Professional – You emanate a positive attitude, take pride in your work, and boast excellent written communication skills.
- Problem-Solver – You’re skilled at troubleshooting problems, identifying the causes of those problems, and providing innovative solutions.
Our culture values dedicated team players who seek to communicate actions that implement solutions. We are looking for someone who believes in small businesses and the impact they have on society, and who enjoys the responsibility of making daily contributions. Our ideal candidate is willing to acquire deep product knowledge to problem solve and support the rollout of upgrades and enhancements. You’ll fit right in if you love technology, thrive on building relationships, take pride in happy customers and gain fulfillment in helping others!
RESPONSIBILITIES
The job responsibilities of the Help Desk Specialist position include, but are not limited to:
- Receive inbound support calls and online chat inquiries from customers to configure call routing and answer feature and phone questions
- Communicate using phone, chat, screensharing, email and other technologies
- Make outbound calls to customers to test all configuration changes and follow-up with the customer on questions and configuration changes
- Conduct ad-hoc customer portal and phone training
- Work within a ticketing system to document customer interactions and the resolution of issues
- Effective working in a virtual working environment
- Suggest features and solutions that our products provide, to anticipate customer needs
- Ensure customer delight by seeking to understand the issue, quickly resolving the issue, and following up to make sure the issue is resolved
QUALIFICATIONS
Required:
- 2+ years’ experience troubleshooting in a customer-facing role
- 1+ years working with Cloud-based software
Preferred:
- Networking, IT or telecommunications certification or equivalent work experience
- Professional experience using VOIP technology including SIP, RTP, QoS, codecs
WORKSITE
- The Help Desk Specialist position is fully remote with company-sponsored visits to our Michigan headquarters.
- Every team member has the option to work in our Southfield, Michigan office when they believe it beneficial to do so.
THE COMPANY – Clarity Voice
Clarity Voice is one of the pioneers of cloud-based VoIP phone systems, and our dedicated team is the reason behind our success.
We offer profit-sharing bonuses, a 401K matching program, medical, dental, and vision plans, and many other benefits. We value a work-life balance and support flexible work schedules, telecommuting, and offer a generous paid time off package. Our professional development program helps our employees advance their skills and grow their careers. We provide coaching, mentoring, and training events to help them realize their greatest potential.
We’re not all work and no play though – we celebrate birthdays, life events, and professional accomplishments, and are always open for new ideas to engage with each other. We have quarterly state of the company meetings to keep everyone abreast of new upcoming initiatives, customers, and ideas as well as congratulating team members for their contributions and informing them of organizational accomplishments. We also conduct engagement multiplier surveys to ensure our team members have a voice, YOU suggest, and WE listen. We encourage a collaborative team environment.
To encourage career growth, we have instituted a Badge program and have a knowledge-based company wiki to help us stay on the leading edge of technology. We utilize Slack to communicate in the remote environment, so our team never feels alone, and we love supporting a positive, collaborative working environment.
At Clarity Voice, we are passionate about serving our customers and doing the right thing. We’re a values-based company where culture is everything. We value each individual for their unique character traits and believe our culture is defined by the people who are part of it. The Clarity team is bound by a Code of Values and supports the company’s vision of becoming the most respected, most referred cloud phone company in North America.
WHY Clarity Voice?
Clarity Voice stands out because of our culture and core values:
- Dedicated – do whatever is needed to get it done, finding satisfaction in your accomplishments
- Continuous Improvement – be willing to evaluate and seek to be better
- Serve Before Gain – assist without expecting a return on your personal investment
- Do the Right Thing – apply the Golden Rule, even when no one is around to see it
- Humbly Confident – be self-assured but know when to ask for help
- Seek to Understand – appreciate another’s perspective before sharing your own
DIVERSITY AND INCLUSION
As an organization and group of talented team members, we embrace our differences as strengths. We have a zero-tolerance policy for any type of bullying, harassment, or discrimination of any protected classification. We promote an inclusive culture of trust, respect, transparency, and collaboration enriched by our differences in gender, age, ethnicity, personal preferences, disabilities, and lifestyles.
We’re an inclusive group of smart, bright people who are humbly confident, passionate about solving problems and like to share our knowledge. If you’re interested in progressing your career at a company that rewards quality work over quantity and genuinely cares about you and your future, apply now, we would love to learn more about you!
Benefits: Medical, dental, and vision plans; 401k matching program; paid time off, profit sharing, short and long-term disability, and life insurance to name a few.
Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
We look forward to hearing from you!
Key Words: PBX, Telecommunications, Phone, Telephone, IP Telephony Systems, Voice, PSTN, VoIP, Hosted VoIP, Voice over IP, Customer Support, Customer Satisfaction
by twochickswithasidehustle | Oct 5, 2023 | Uncategorized
Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our “Performance for Purpose” philanthropic model. When people work for a company with purpose, they are driven to out-perform.
Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. These positions are work from home in one of the following states: AL, FL, GA, KS, MI, MO, NC, OH, OK, SC, TN, TX
This campaign is for a premier academic partner that improves the lives of people around the world through world-class educational opportunities, groundbreaking research, top-rated health care and agricultural expertise.
Training classes will start 10/16/23
Training Hours will be 7 AM – 3:30 PM MT Monday – Friday
Hours of Operation are 8 AM – 1 AM MT (WILL INCLUDE LIMITED WEEKEND HOURS AND THANKSGIVING DAY)
Early, MID, or Late Shifts available
Pay Rate: $14/hr This is a great seasonal role that can lead to other permanent opportunities with Elevation Connect. This project is scheduled to conclude between 12/02 and 12/08/2023. Due to the short tenure of this assignment, vacation days will not be granted for the duration. Possible extension of role into December.
The primary focus of the Application Help Desk Support Representative is to provide valuable support for students that are applying for admission to our premier academic partner. Application Help Desk Support Representatives help potential students resolve questions surrounding the application process and solve technical issues. Help us be that guiding light for students who need us.
As an Application Help Desk Support Representative, you will be responsible for:
Gathering information, researching/resolving inquiries and logging applicant calls quickly and efficiently
Building an engaging rapport, quickly, with many students throughout the day
Meeting daily, weekly & monthly student interaction goals as well as client expectations
Quickly and concisely answering student questions about admission paperwork, transcripts, payment plans, acceptance, registration, etc.
Mastering our communication systems (phone, e-mail, Microsoft Office Suite and other internet databases)
Help Desk services to include phone calls, emails and chat
Helping potential students with their college application and related questions
Selling the dream of education to students
Answering student questions about admission requirements, the application, technical issues and more
Perform other duties as assigned
Position Requirements
Be at least 18 years of age.
Must pass a criminal background check.
Be available and flexible for a shift during the hours of operation.
Strong organizational and time management skills
Has developed a broad perspective to problems and can identify new, less obvious solutions.
Adaptable to change in a fast paced environment
Completes work with a limited degree of supervision.
Strong verbal and written communication skills
Basic computer skills and knowledge in Microsoft Office Suite Preferred
Previous customer service/sales experience
Must pass typing and basic computer literacy assessment
Work at Home Requirements:
Stable high-speed Internet connection at home, must be able to pass a speed test
Must have a quiet home office with a door, zero background noise
Must have own computer and USB headset
Technology Requirements:
PC
Dual Core CPU (1.5GHz or better)
8GB RAM
20GB Free Disk space o Windows 8.1, or 10
Macs
Intel Core i7, 2.3 Ghz
8GB RAM
Mavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12
Chromebooks and Linux systems are not supported.
High-speed internet
Internet connection should support at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)]
Latency from agent to data center should be under 150ms one-way.
Wireless connections (wifi) are not supported. Agents should be directly connected to their ISP router through an Ethernet cable.
Wired USB Headset, camera and smartphone (for security ID only) required
Elevation Connect will ALWAYS contact you directly for any information about your application. We will NEVER ask for fees or personal bank information in the interview process. Please be aware of scams.
by twochickswithasidehustle | Sep 25, 2023 | Uncategorized
Full-time at Ting
Customer Care Team
Job ID: 1290
Ting Internet is a leading fiber Internet provider in the United States, delivering future-proof internet in over a dozen Ting Towns across the country.
We are rapidly growing our footprint, and with a national focus on better infrastructure, we don’t expect to slow down anytime soon!
As part of Tucows (NASDAQ:TCX, TSX:TC), Ting is backed by outstanding resources and talent. We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the internet!
The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!
At Ting Internet, our focus is on the customer experience. This starts and ends with our customer advisors. We promise to do it by having caring, courteous and inquisitive advisors who enjoy helping customers no matter how long it takes! We are experts in all things internet, from billing to solving problems with routing, Wi-Fi, streaming, fiber and more. We are looking for those who are skilled and passionate in these technologies.
Applicants residing near Ting Towns in California, Arizona, North Carolina, Maryland, Idaho, Colorado, and Virginia
What you’ll be doing:
- Provide direct assistance to our residential customers to resolve their concerns via Voice, Email and Chat. These interactions will be both technical and billing oriented.
- Own each help request, treating each customer with the utmost care, realness, integrity and timeliness.
- Document relevant details to help customers and your colleagues with future requests.
- Search our knowledge base, training materials and rely on the experience of colleagues, seniors and managers to seek solutions.
- Raise widespread issues or patterns through defined channels.
- Tailor your communications to match your customers’ skill level and conversational style.
What you’ll bring:
- Have strong critical thinking/troubleshooting skills allowing you to quickly and optimally resolve issues while maintaining a positive customer experience
- We are fast-paced and looking for results – you will need to show persistence, calm and control under sometimes stressful conditions
- Are highly organized, quality-minded and able to focus on detail.
- Our most successful Advisors are warm, friendly, upbeat, put a premium on communication, establishing rapport with our customers and other employees.
- Ability to understand our customer’s needs and make sure that they have the services that fit for them – whether for existing or potential customers.
- Can collaborate and share, not only with your peers but with everyone you work with.
- Aren’t afraid to ask questions and a lifelong learner when it comes to new technologies and innovations. Is eager and willing to share their knowledge with others, either through documentation, one on one interactions or group learning.
- Have a good understanding of networking including switches, routers, Firewalls, LAN, WAN, TCP/IP, DNS, latency, Wi-Fi, etc.
- Expert level understanding of setting up retail networking devices such as routers, streaming devices and smart home technologies
- Solid understanding of VoIP technologies and services
- Experience with solving both hardware and software related issues
- Solid ability to take technical concepts and explain them to customers with limited technical experience
Nice to have:
- IT Certifications are a plus: A+, CCNA, CCNP, Network+, MCSE, etc
- A focus on Network+ or CCNA is key
- Basic understanding of some of the following (SSL, traceroute, dig, telnet, whois, etc.)
- Bilingual in Spanish
- Currently reside in or near a Ting Town in California, Arizona, Idaho, North Carolina, Colorado, Virginia or Maryland
Additional Notes:
- We are a 24×7 support centre. Flexible working hours are needed. Schedules are updated monthly. Our goal is to be fair by ensuring that schedules are rotated monthly to ensure an even distribution of work.
- This is a work from home opportunity so having a suitable space to work with high speed internet is required. In addition, there may be times you will be requested to visit the office or participate in community events (once safety restrictions are lifted).
The hourly pay for this position is based on an annualized range of $41,740 – $49,100. Range shown in $USD for US residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications. Tucows believes in a total rewards offering that includes fair compensation and generous benefits. Learn more about Tucows Benefits.
Want to know more about what we stand for? At Ting and Tucows we care about protecting the open Internet, narrowing digital divide, and supporting fairness and equality.
We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
by twochickswithasidehustle | Sep 22, 2023 | Uncategorized
Job Summary:
The Scrum Product Owner fulfills the role of Scrum Product Owner as defined by the principles of Scrum to maximize the value of the IT product and work of the development team.
Essential Functions:
Develop the strategic vision for an IT product within the Claims
Work closely with the Scrum team to maintain focus on goals, alignment with business needs and urgent matters, and adherence to strategic vision
Motivate the Scrum team by leading with purpose and providing clear goals and direction
Own prioritization of the product backlog including definition of user stories and acceptance criteria
Prioritize IT work in accordance with strategic vision, company goals and industry trends
Ensure acceptance criteria for UAT is set
Keep customers or users apprised of status and getting their feedback
Communicate effectively to ensure internal stakeholder expectations are set correctly
Participate in Sprint Planning, Sprint Retrospectives, and Sprint Demos
Understand, use, and champion agile best practices
Partner with stakeholders to understand needs across the enterprise
Work closely with other Product Owners to ensure product roadmap priorities are being met
Work closely with other Product Owners to identify dependencies, overlap, and integration opportunities
Perform any other job related instructions as requested
Education and Experience:
Bachelor of Science/Arts degree or equivalent years of relevant work experience is required
Master’s Degree in Business or Health Administration is preferred
Minimum of five (5) years of business management or health care operations experience in insurance, managed care, or related industry is required
Minimum of three (3) years of experience in leading business initiatives to drive systemic change is required
Minimum of two (2) years of experience acting in a functional Agile Product Owner or Scrum Master role is required
Facets Claims Processing experience Preferred
Competencies, Knowledge and Skills:
Proficient in Microsoft Office
Advanced computer skills
Formal Product Owner training is preferred
Ability to effectively interact with all levels of management within the organization and across multiple organizational layers
Strong interpersonal, leadership and relationship building skills
Must be effective and efficient in identifying and proposing creative, innovative solutions to complex, time—critical challenges
Excellent analysis and collaboration skills
Ability to develop, prioritize and accomplish goals
Critical listening and thinking skills
Excellent written and verbal communication skills
Decision making/problem solving skills
Ability to multitask and juggle competing priorities
Time management skills
Licensure and Certification:
Professional Scrum Product Owner (PSPO) or Professional Scrum Master (PSM) Certification is preferred
Working Conditions:
General office environment; may be required to sit or stand for extended periods of time
Compensation Range:
$87,000.00 – $152,300.00
Compensation Type (hourly/salary):
Salary
Organization Level Competencies
Create an Inclusive Environment
Cultivate Partnerships
Develop Self and Others
Drive Execution
Influence Others
Pursue Personal Excellence
Understand the Business
This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer, including disability and veteran status. We are committed to a diverse and inclusive work environment.
by twochickswithasidehustle | Sep 21, 2023 | Uncategorized
At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.
Department Overview
The Central Services organization provides the resources required to deliver solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. We deploy and support products such as Computer Aided Dispatch, Records Management Systems, Jail Management Systems, Mobile Data Computing, Situational Awareness, Investigative tools, among other offerings.
Job Description
Works with the customer to understand comprehensive business requirements as it relates to MSI applications. Includes requirements documentation, implementation, verification, training and support. Responsibilities include System Provisioning, Workflow Configuration, UI Customization, Training MSI PremierOne RMS, Conducting BPR, and Go Live Support. Responsible for setup and installation of technical systems, applications, or process designs for clients purchased or outsourced technology and business process solutions. Works directly with client to manage initial access, map and transfer data, create process documentation, and train or coordinate training for client users. Tests and troubleshoots functionality of installed systems; identifies and documents technical issues to be escalated to product and system integration teams for resolution. Provides feedback based on client experiences to product and professional services teams for product and process improvements.
Preferred Qualifications:
Technical expert in PremierOne Applications.
Excellent written and verbal skills in order to respond to RFP’s and/or assist in the migration quotes of our current customers.
Ability to work on a large/complex project independently.
Create and deliver customized training (both remote and onsite)
Must be able to execute, create, review, and modify ATP’s.
Excellent interpersonal communication skills.
SME on PremierOne CAD or RMS products.
SME on Client Installation of MSI products.
SME on UCR (NIBRS or SRS)
Ability to produce and deliver Business Process Review.
Lead and organize AS resources on complex projects.
Identifies and mitigates risks and communicates those to management.
Creates formal documentation for peers.
Trains and mentors new employees.
Primary point of contact for application related issues.
Works with Product Management to communicate enhancement requests.
Ability to provide all required customer training without assistance.
Must be able to obtain necessary security clearance as required by government contract.
Must be able and willing to travel up to 75% of the time.
This position is a remote position and candidates can be located anywhere in the US. It is extremely preferred that candidates reside in the California area.
This position is subject to working in high security areas governed by the US Department of Justice’s “Criminal Justice Information Services (CJIS) Security Policy” and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
Salary Range: $70,300 – $128,800 per year
LI-TW1
LI-REMOTE
Basic Requirements
College Degree in Business, Communications, Computer Science, Criminal Justice, Management, Technology
5+ years experience in one of the following: Public Safety, Business Analysis, Field Service, CAD- Computer Aided Dispatch, Record Management Systems, and Jail Applications.
Must be able to obtain background clearance as required by government customer.
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements
50-75%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes
Our U.S. Benefits include:
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
9 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave
and more!
