Senior Technical Support Advisor

Description

Senior Customer Service Advisor – Technical Support

Remote – US 

Pay rate is $15 an hour. Full time with Benefits Work From Home

We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.  

We are hiring technical support positions for a new program in our virtual contact center network. In this role, you will not only be there to help customers with their account issues, but also provide them with exceptional service. Successful candidates should have experience working in a technical support role in a virtual contact center environment.  

The Opportunity:  

Position responsibilities:

• Answering customer inquiries via phone, chat, and other electronic methods
• Responding to customer requests for product information and assistance
• Resolving customer service issues in a timely and professional manner
• Utilizing computer technology to handle a high volume of calls
• Working closely with team leads, supervisors and contact center managers to ensure customer satisfaction
• Adhering to call script and call center policies
• Managing customer interactions using provided Amazon Web Services (AWS) tools

Primary responsibilities will include:

• Being a people person who enjoys talking to and assisting others and taking pride in providing quality service
• Using your strong people skills to build a genuine connection with customers in a friendly and professional manner
• Listening attentively to customer needs and concerns; demonstrating empathy while maximizing opportunity to resolve product, service, and technical issues
• Navigating multiple applications and researching solutions with ease; troubleshooting medium to complex technical issues, while striving for one-call resolution
• Providing customer support through the following channels: phone calls, chats, email and web tickets
• Working in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers
• Documenting information into web-based ticketing system
• Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
• Handling multiple job tasks at one time and escalating issues in a timely manner 

The Candidate:

Required skills: 

• Computer/Internet savvy, comfortable operating in several applications simultaneously 
• Strong technical acumen and problem-solving skills
• Customer-focused mindset
• Ability to work in a team environment with minimal supervision
• Excellent written and oral communication skills, with strong customer service and interpersonal skills
• We require 7 days/week availability. Schedules vary and will be discussed during the interview
• Expertise in supporting MacBook, MacBook Air, MacBook Pro products
• Expertise in supporting Personal Computers/Windows10/ Microsoft Office products
• Strong record of achievement in terms of performance to goals/key success metrics
• Must be at least 18 years of age
• High School Diploma or equivalent combination of education and experience 
• Ability to take inbound (voice) phone calls in a conversation-heavy environment
• Full professional proficiency in written and spoken English (equivalent to CEF C1 level or above)
• Must reside within an approved state*

Preferred skills:

• A stable employment history, with a minimum of one year at your most recent employer
• Apple Certified MAC Technician (ACMT) Certification
• Previous experience in the education industry and with e-learning technologies
• Relevant technical certifications
• Graduate of a computer science/technology degree program (Associates or higher)
• Candidates able to provide their own equipment are preferred but the ability to provide your own equipment is not considered a requirement for the position 

Personal Equipment Requirements:

Operating System

• Windows 10
  • Home, Pro, Pro for Workstations, Enterprise, Internet of Things (IoT) Enterprise, and Education
  • 64 Bit
  • Latest Windows Updates

Processor Requirements

Windows

• 64-bit processor
• 1.5 GHz processor speed or faster
• Minimum of 4 Core

Memory  

• At least 8 GB of installed RAM 

Network protocols 

• IP version 4
• Network Connection

Internet Requirement

• Minimum Internet Requirement
  • Highspeed Internet Connection (Cable, Fiber, DSL)
  • WIFI Connection is permitted 
    • The employee will be responsible for maintaining the required service and stability. A wired connection from the modem/router to the device will be required if service instability exists, no splits/gaps or usage of Wi-Fi bridges 
  • Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point to point internet service
  • 30 Mbps Download
  • 15 Mbps Upload
  • 100ms Ping or less
  • Jitter: 20 MS or less

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. *Additional minimum requirements may be stated on application.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.