by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
There is an exciting, home-based opportunity as a Call Center Technical Supervisor supporting the delivery of services to customers for PC, MAC, Mobile Devices and consumer technology support. This position will report to the Operations and Vendor Manager, and must be willing to work US business hours.
We are looking for a competent Call Center Supervisor to organize and direct the staff of our call center. You will be responsible for assessing their work and give them feedback to maximize performance.
An excellent call center supervisor must have customer service and supervisory experience. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented.
The goal is to achieve drive excellent performance from your team that will bring sustainable business growth.
Specific Responsibilities
- Assist in the formulation of targets for individuals and teams
- Hire and onboard new employees
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrics such as call abandonment, calls waiting etc.
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems
- Prepare monthly/annual results and performance reports
About the RoleExperience and SkillsMinimum Qualifications & Requirement
- General Requirements
- At least 3-4 years managing a high performing Team in a BPO setting
- Ability to lead and partner successfully with teams, management and client
- Ability to manage multiple, complex, on‐going tasks and projects
- High level of integrity, judgment and follow through
- Strong coaching, people, and leadership skills
- Proficient in Microsoft Office
- Proficient in English, both written and verbal Technology acumen and reporting
- Strategic thinking, project management, results orientation, business acumen, customer focus, achievement motivation
- Problem solving, attention to detail, can‐do attitude, persuasion and influence, reporting
- Ability to manage up to 20 remote employees, demonstrated by time-management, multi-tasking skill
- Fulfills mentor or instructor role for direct report agents
APPLY HERE
by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
Minimum Qualifications & Requirement
Qualifications:
- A proven ability to provide effective coaching to Agents employed in a work-from-home environment.
- Knowledge and experience in Call Center environment required.
- Ability to communicate directly with the client.
- Proficient with spreadsheets and word processing software
- Excellent written and verbal communication skills
- Ability to effectively persuade others to follow protocol and drive change
- Coaching skills
- Effective business, proposal and report writing
- Analytical and problem solving skills
- Excellent customer service skills
Education:
- University Degree or the equivalent
About the Role
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.Responsibilities (Including, but not limited to)
To enhance and improve the quality performance of our customer service agents through a combination of auditing, training and coaching and to monitor and maintain company quality standards in other areas as required
- Listening to and evaluating a continuous flow of Agent/Customer interactions on a daily basis. This is a role that requires an individual with a desire to perform these duties in a fast paced environment.
- Interact with the Quality Assurance Manager to address quality issues impacting key metrics surrounding Customer Satisfaction, First Contact Resolution, Productivity and Service Level
- Calibrate quality scores with clients’ if applicable and participate in client meetings and conference calls
- Recommend changes to processes, technology (CRM/KRM), scripts, etc to improve effectiveness and productivity
- Participate in root-cause analysis of quality issues and regularly discuss corrective and preventive actions with operations management
Experience and Skills
Qualifications:
- A proven ability to provide effective coaching to Agents employed in a work-from-home environment.
- Knowledge and experience in Call Center environment required.
- Ability to communicate directly with the client.
- Proficient with spreadsheets and word processing software
- Excellent written and verbal communication skills
- Ability to effectively persuade others to follow protocol and drive change
- Coaching skills
- Effective business, proposal and report writing
- Analytical and problem solving skills
- Excellent customer service skills
Education:
- University Degree or the equivalent
APPLY HERE
by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
Why Join Us
- No travel, work from the comfort of your home, permanently!
- If you need a place to work, have fun and learn. Support.com is for you
- Competitive benefits and compensation
Minimum Qualifications & Requirement
- Handling Inbound & Outbound calls (per requirement)
- Determine the scope of customer issue in an effective and professional manner.
- Promoting and “up selling or cross selling” products.
- Encourage completion of customer surveys.
- Effectively resolve customer issues in a timely manner.
- Properly document all customer interactions.
- Adhere to Quality & Operational standards set by the company.
- Represent the company in a professional and ethical manner.
- Maintain high level of customer satisfaction with focus on first call resolution.
- Become a customer advocate.
- Resolve customer requests by investigating problems, developing solutions, and recommending additional products and/or services relevant to assessment of the customer needs.
About the Role
The Technical Support role provides inbound customer service support for basic troubleshooting and resolution of service-related problems and upselling. This is an exciting work from home opportunity requiring you to work and engage with others in a virtual environment, while providing our customers with a high-quality customer service experience. As a Technical Support Expert you will be fully trained to perform the following duties.
Responsibilities (Including, but not limited to)
- College degree or equivalent work experience
- Broadband Internet connection of minimum of 25-30 Mbps required.
- Minimum 4Gb RAM
- Bring your own device (Laptop / Desktop with power back up)
- I3 & above or similar processor” with 250 GB (HDD or SSD)
- Dual Monitor Required
- Corded (Not wireless) USB headset (over the head) with mic.
- Webcam
- Mouse must be external.
- Willing to work in rotational shifts (around the clock – primarily US) & rotational weekly offs.
Experience and Skills
- 1 year of related experience as a technical support representative or customer service representative
- Very Good or excellent Communication Skills
- Must be willing to HELP customers.
- Demonstrated good attendance with the previous employer(s)
- Ability and desire to overcome customer objections.
- Ability to follow guided paths to solve customer questions/concerns.
- Experience in the work from home environment is a plus.
- Must be at least 18 years of Age.
APPLY HERE
by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
The Technical Support Specialist position involves resolving customer support issues, performing quality assurance testing, and basic project management functions. This position requires continual interaction with clients, developers and end users. Exemplary communication skills, both oral and written, are required to effectively produce the desired outcome – support issues that are resolved to the customer’s satisfaction in a timely, effective and courteous manner.
The TS Specialist will possess a high degree of technical aptitude and experience in web technologies. Programming experience is highly desirable. You must have a home office with high-speed Internet, phone and a computer. You must be able to effectively multitask and work with remote contractor development teams. You must demonstrate your ability to self-manage and present a professional persona at all times.
APPLY HERE
by twochickswithasidehustle | Jul 6, 2021 | Uncategorized
Reporting to the Head of IT Engineering, the IT Core Infrastructure Manager will be empowering our IT Infrastructure, Network, and Virtualization teams. You will focus on building the team to support Gusto’s growth while helping set the general technical direction for the team. You will play a leading role in modernizing Gusto’s IT Infrastructure by leveraging the latest technologies to support the business.
Here’s what you’ll do day-to-day:
- Technical manager for IT infrastructure supporting internal business operations
- Build a highly technical team focusing on systems and network infrastructure
- Ensure that our services are robust, resilient, secure, and compliant
- Develop solutions designed to give us deeper insights into IT
- Reduce technical debt and legacy infrastructure
- Comfortable with ambiguous problem solving and encourage healthy debate within the team
- Work with cross-functional teams to build technology solutions to meet their needs.
- Manage relationships with key technology vendors
Here’s what we’re looking for:
- 5+ years in a technical leadership role on an engineering or IT team
- Demonstrated leadership ability in building teams, motivating high performers, and successfully delivering on business requirements
- Hands-on experience with IT infrastructure, software engineering, networking, and security
- Experience with DevOps engineering practices
- Strong networking background
- Experience in migrating on-premise systems to the cloud (AWS preferred)
Our cash compensation amount for this role is targeted at $148K – $166K per year in Denver & most remote locations, and $171K – $195K per year San Francisco & New York. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.
APPLY HERE
