by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
Reporting to a Customer Solutions Operations Manager, the Connected Home Expert position is a technical support role focused on providing a premier customer experience and end-to-end support for all connected and non-connected devices in a consumer’s home ecosystem. The Connected Home Expert will be responsible for providing a premier customer service experience, including customer education and advanced troubleshooting on all covered products, consumer electronics and connected devices. Connected Home Expert will handle complex technical inquiries from customers who need assistance troubleshooting total home products and wireless connectivity issues on technology such as smartphones, tablets, desktops, laptops, gaming systems, home energy and security, other appliances, and consumer electronics.
Pay Rate: $18.50 per Hour. $3K Sign On Bonus as long as you start by 7/31. $1K paid after 30 days, $1K paid after 60 days & $1K paid after 180 days.
Now Accepting applications from the following States: AL, AK, AR, AZ ,FL, GA, ID, IN, IA, KS, KN, LA, MI, MO , MS, MT, NE, NM, NC, ND, OH, OK, SC, SD, TN, TX, UT, VT, VA, WV, WI, and WY.
Hours of Operation: 6:00 am-12:00 am Saturday through Sunday, need to be available for any schedule time within these hours.
Job Responsibilities:
- Own the customer experience to offer customers a value-added experience with premier customer service through relationship and rapport building and swift identification and resolution of technology issues all while demonstrating empathy and assurance for the customer throughout the call or chat.
- Assist customers with a variety of technical support needs for total home set up within a complex network of connected devices while providing education and device optimization suggestions for mobile devices, tablets, computers, laptops, Smart TV’s, home entertainment or theatre systems, gaming systems, vehicles, home energy and security systems and/or other consumer electronics.
- Make the experience easy for customers by simplifying the troubleshooting experience, demonstrating empathy and assurance for issues, swift identification and resolution of technology issues and identifying other opportunities to add value through relationship and rapport.
- Ability to provide next steps options to customers to resolve their issues including claim filing and buyouts.
- Leverage resources including will use knowledge management systems, client systems, and other diagnostic tools to resolve complex technology, connectivity and synchronization issues. Proactively identify and research new technology trends and solutions for inclusion in the knowledge base.
- Achieve customer experience goals (Ownership / Resolution, Customer Choice / Satisfaction, Call Resolution Time, First Call Resolution, Transfers, etc.) and other performance metrics including internal Quality, Attendance and Adherence goals.
- Be comfortable speaking to the features and benefits of the product to upsell any products offered as part of the role, as well as meets goals on customer retention for those services
- Perform other duties as assigned by management
Job Requirements:
- High School or GED required.
- Minimum two (2) years of experience in a call center environment delivering technical support for a variety of technologies and consumer electronics such as mobile devices, PC’s and laptops, software, and/or other consumer electronics.
- Must be available to work any assigned shift with reasonable notice 7 days per week, 24 hours per day. Bi-lingual (Spanish / English) a plus.
- Ability to pass technical aptitude assessment
- Proven ability to learn new technical concepts quickly and easily makes connections among previously related notions, adaptable and open to change and experiments to find solutions to complex technical problems.
- Demonstrated ability to communicate clearly and succinctly, both verbally and in writing. Coach level ability to communication complex technical information to non-Coachs in a professional and engaging manner.
- Strong ability to build rapport with and relate well to others, actively listens, demonstrates patience, seeks to understand, exhibits empathy and assurance and gains trust and respect of others. Requires a highly proactive customer service mindset that is adaptive to varying customer technical skill levels and dedicated to meeting the needs of the customer.
- Demonstrated ability to manage time effectively and efficiently to maximize productivity, respect the customer’s time and focus on value added activities. Ability to manages multiple tasks at once while leveraging resources to accomplish goals.
- Proven ability to make decisions in a timely manner, sometimes with limited information and under tight timelines. Cool under pressure and does not easily become defensive, irritated or show frustration when faced with the unexpected or resistance.
- Proficiency with a variety of knowledge management systems (KMS) and/or helpdesk reporting tools to deliver technical support.
- Demonstrated high energy and relentless passion for new and emerging technologies.
- Adhere to company code of conduct, policies and procedures and act in accordance with the company’s core values.
- Collaborates well with others, cooperative, supportive and trustworthy team member.
- Technical certifications such as Comp TIA, A+, MSFT Certification, Apple ACMT or Apple Certified Support Professional (ACSP) preferred.
Physical Requirements:
- Must be able to sit for long periods of time (up to 2 hours).
- Must be able to speak with customers on the phone for extended periods of time (average 20 minutes per call or chat, however, may be as long as 2+ hours).
- Must be able to use headphones or earpieces to listen to and speak with customers.
- Must be able to type at moderate speed with minimal errors while simultaneously continuing to provide a premier customer experience.
- Must be able to adapt quickly, research complex technology and connectivity issues and make decisions with limited information all while maintaining engagement with the customer throughout the call and documenting the issue and outcome.
- Must be able to apply prior learning’s to new situations and adapt or adjust as needed for the specific situation without becoming frustrated when faced with ambiguity or resistance.
APPLY HERE
by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
General information
JobID: 9349
Position Level: Individual Contributor
Team: Implementation & Support
Position Type: Regular
Working Time: Full-Time
Locations: Monett, Missouri, Remote, Remote, Springfield, Missouri
Travel Requirements: 0%
Description & Requirements
Are you looking for an opportunity to utilize your software or technical support skills in a phone support environment? If so, this position may be perfect for you! Jack Henry and Associates is seeking to hire a candidate for an exciting role as a Software Support Representative (Silverlake ACH/ Wire Processing). In this role, candidates will be supporting an outbound support center where bank customers place ticket cases. Candidates pick up cases and call customers back immediately to try to resolve their case. This role will support the software core JHA system of Silverlake where deposits, savings accounts, and loans are offered to customers. Candidates will have direct interaction with customers over the phone in this software support opportunity. Jack Henry offers an amazing work environment with career advancement and excellent benefits package!This position can be worked remotely.MINIMUM QUALIFICATIONSMinimum 5 years of financial/ banking institution or technical support experience.Must have 1 year of customer service experience in a professional or corporate environment.
PREFERRED QUALIFICATIONSACH Processing and Wire Processing.Experience with Silverlake, Jack Henry software is highly preferred.Ability to be self-motivated and work independently.
ESSENTIAL FUNCTIONS Provides level one troubleshooting. Accurately assesses the customer’s product issue or problem. Asks the user well thought out or detailed questions and carefully listens to the user’s response to fully comprehend the need, product issue, and best avenue for resolving the problem.
Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades. Identifies and resolves application and service issues and any other questions that may arise. Answers general application questions. Provides appropriate personnel a precise understanding of user’s issues when the problem needs to be escalated to a higher level. Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS). Uses available support tools to assist the customer and/or recreate the issue. Participates in training programs to continuously improve product knowledge and service skills. May assist in training new employees or serve as go-to person for team members. May manage hardware capacity and performance and assess hardware needs.
APPLY HERE
by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
Job Description:
The Role:
The Help Desk Agent is responsible for the first level of technical and account administration support internal staff at Phreesia. As the initial point of contact, you will be responsible for providing an excellent level of customer service while effectively troubleshooting and resolving technical problems and escalating issues as required.
Responsibilities:
- Provide an outstanding experience to employees throughout the support process.
- Manage multiple avenues of support requests including cases, telephone and e-mail.
- Troubleshoot a wide range of programs, tools and hardware in use by all teams at Phreesia.
- Effectively document reported issues and escalate through the ticketing software.
- Manage and update ticketing software as support issues are resolved.
- Contribute to the internal employee knowledge base to help reduce inbound help tickets.
- Identify and suggest possible improvements on procedures.
- Support the roll out of new tools and systems to all employees.
- Act as both a Subject Matter Expert and Super User for designated set of tools.
Qualifications:
- College diploma or University degree (preferred)
- Experience in a technical or customer support role
- 1- 3 years of combined experience in a customer service role
- Superior communication, interpersonal and telephone skills
Who We Are:
At Phreesia, we’re committed to helping healthcare organizations succeed in a fast-changing landscape—and we need smart, passionate people to help us do it. Our innovative SaaS platform offers our clients a suite of applications to manage the intake process, giving them the tools to engage patients, improve efficiency, optimize staffing and enhance clinical care.
Basically, what you do here matters, and hard work does not go unnoticed. Not only does Phreesia care about our clients, we also care about our employees. In fact, we’re a five-time winner of Modern Healthcare magazine’s Best Places to Work in Healthcare award. If you’re interested in consistent feedback and recognition, defined career paths, and the opportunity to work with driven and engaged colleagues in a dynamic industry, this may be the right opportunity for you.
Benefits and Perks:
- ​Variety of health plan options, dental/ vision coverage, and short/long-term and life insurance plans
- 401(k) savings plan
- Unlimited paid time off
- Mobile phone stipends and internet reimbursement
- Fitness reimbursement
- 100% paid maternity leave for our U.S. employees and generous parental benefits for our employees in Canada
- Tuition and certification reimbursement as well as other professional development opportunities
APPLY HERE
by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
Frontline Call Center is now seeking qualified applicants to work from home – Exclusively!
**Frontline is currently ONLY hiring in these states: AR, FL, GA, ID, LA, MI, NC, SC, NE, OH, TX, UT, & VA. Must reside in the U.S.**
We have an Opening for our Dedicated Support Team –
Are you looking to work for a progressive customer service team that utilizes technology to interact and solve problems every day? At Frontline Call Center we embrace technology while providing first-class customer service. All from the comfort of your own home with benefits provided. If you feel that you would be a good fit for our team, please review further.
Job Description
As a Tech agent, you will be cross-trained to support multiple clients to resolve their customer service needs. This position entails handling inbound calls, emails, or chat for multiple accounts. You will follow a guided process and log each call in Frontline Connection CRM (Customer Relationship Management). You will be asked to gather and verify the caller’s information and document inside the appropriate system.
Qualifications
- Excellent verbal and written communication skills.
- Ability to deal with upset customers and deescalate the situation.
- Exceptional attention to detail and ability to multitask.
- Ability to navigate through multiple systems with your computer.
- Technical abilities sufficient to install/uninstall programs and troubleshoot your own equipment.
Preferred Qualifications
- Previous Call Center experience.
- Customer Service Experience.
- Experience in a high call volume environment.
- Previous experience working remotely.
- Technical Support Experience.
Job Requirements
- Must be available to Train on weekdays.
- Training takes place during the daytime hours, approximately 6 am-4:30 pm (PST)
- Must have open availability to work shifts inside the companies’ hours of operations.
- Attendance is vital!
- A quiet place to work at home with a locking door. It is critical to prevent background noise on calls by choosing a distraction-free area where callers cannot hear any sounds such as kids, barking dogs, traffic, doorbells, TVs, radios, etc.
Tech Requirements
- Dual Monitor
- A high-quality USB headset for training and live calls.
- A strong, reliable, and hardwired internet connection.
- Minimum internet speeds of 20mbps download, 10mbps upload, and LESS than 50ms ping time are required!
- A computer equipped with a fast processor and sufficient hard drive size. — Computer with AT LEAST 16Gb of Ram, Intel Core i3-7100 or AMD Ryzen 3 1200 or better CPU / Processor, an SSD (Solids State Drive), Windows 10 OS X, Malwarebytes
Pay and Benefits
- Pay Rate: $11.50 hourly
- Medical
- Dental
- Vision
- 401k with Company Match
- Benefits-eligible on the first of the month after 60 days of employment
- Paid time Off
**Frontline Call Center is a W4 employer, we do NOT hire independent contractors**
APPLY HERE
by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
Support.com, Inc. (NASDAQ: SPRT) is a leading provider of customer and technical support solutions delivered by home-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier businesses. Support.com’s proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates. The company efficiently meets changing client needs through its highly-scalable, global network of home-based employees and secure, proprietary, cloud-based platforms.
- 1 year of related experience in a customer service environment
- Hardware / Software technical support
- Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms
- Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc…
- Internet connectivity using cable, DSL, satellite, dial-up
- Internet security
- Successfully pass our technical test and complete our interview process
- 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
About the Role
As a member of this best-in-class technology services team you will:
- Answer inbound calls and greet customers
- Determine scope of customer issue in an effective and professional manner
- Manage credit card processing when necessary
- Encourage completion of customer survey
- Effectively resolve customer issue in a timely manner
- Properly document all customer interactions
- Adhere to quality standards determined by company and client
- Represent company in a professional and ethical manner
- Maintain high level of customer satisfaction with focus on first call resolution
- Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to assessment of the customer needs.
Responsibilities (Including, but not limited to)Support.com, Inc. (NASDAQ: SPRT) is a leading provider of customer and technical support solutions delivered by home-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier businesses. Support.com’s proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates. The company efficiently meets changing client needs through its highly-scalable, global network of home-based employees and secure, proprietary, cloud-based platforms.
- 1 year of related experience in a customer service environment
- Hardware / Software technical support
- Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms
- Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc…
- Internet connectivity using cable, DSL, satellite, dial-up
- Internet security
- Successfully pass our technical test and complete our interview process
- 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
APPLY HERE
