Work from Home Technical Support Customer Service Advisor – Hiring in 21 States
We are looking for technically skilled candidates with good problem-solving ability for the position of Help Desk Customer Service Advisor. The duties of this role include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.
What you’ll do:
- Resolving end user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiries
- Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
- Managing and resolving identified client issues for assigned customer accounts
- Documenting information into web-based ticketing system
- Searching and navigating the knowledge base to identify appropriate resolution for client issues
- Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
- Projecting favorable image of the company to promote its objectives and goals that enhance client relationships
- Participating in internal training programs to expand knowledge and support multiple clients
- Providing delightful, efficient, and accurate resolutions to customer inquiries
- Completing special projects as requested by management
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
- Troubleshooting hardware and software issues
- Completing software installations
- Establishing good relationships with all departments and colleagues
- Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
What you should have:
- You must be able to work from home
- You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
- Your home office must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial-up, Wireless, or Satellite interview services cannot be used)
- Must have either an ISP provided modem that allows a third party VOIP, or a personal modem and personal router without restrictions
- Must be able to wire company hardware directly into router which may not be more than 100 feet from the computer
- Minimum download speed 10 Mbps
- Minimum upload speed 5 Mbps
- Ping less than 100 MS consistently that is dedicated to the workstation
- Strong computer knowledge, including the ability to accurately type at least 25 wpm
- Strong interpersonal skills and a very high degree of customer service ethic.
- Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
- Ability to walk customers through outlined problem-solving processes, using our knowledge base system
- Ability to ask questions to determine nature of problem
- Strong multi-tasking abilities while working in a fast- paced environment
- Ability to perform remote troubleshooting