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Technical Support Agent (Hiring Immediately)

Company: Mass Markets
Location: Melbourne
Posted on: September 16, 2022

Job Description:

TECHNICAL SUPPORT REPRESENTATIVEAs a technical support representative, you will handle blended inbound phone interactions with residential and business customers. You will troubleshoot account issues, provide general customer service, and up-sell customers on products and services when appropriate.There are a wide variety of project openings available representing some of the most recognizable brands in the world. Schedules vary by site and program; however, we can usually find something that works for everyone.This is an entry-level position that offers on-the-job paid training. While prior contact center experience isn't required, experience in customer service, tech support, inside sales, or back-office support is a plus. Candidates should be highly reliable, have excellent communication skills and be willing to constantly learn on the job. -To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?This position supports customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.Essential Duties

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner
  • Ensure first call resolution through problems solving and effective call handling
  • Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
  • Accurately document and process customer claims in appropriate systems
  • Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
  • Comply with requirements surrounding confidential information and personal information
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed
  • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirementsWONDER IF YOU ARE A GOOD FIT?We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.Qualifications
    • Must be 18 years of age or older
    • High school diploma or equivalent
    • Excellent organizational, written, and oral communication skills
    • The ability to type swiftly and accurately (20+ words a minute)
    • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
    • Basic understanding of Windows operating system
    • Highly reliable with the ability to maintain regular attendance and punctuality
    • The ability to evaluate, troubleshoot, and follow-up on customer issues
    • An aptitude for conflict resolution, problem-solving, and negotiation
    • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
    • Ability to multi-task, stay focused, and self-manage
    • Strong team orientation and customer focus
    • The ability to thrive in a fast-paced environment where change and ambiguity prevalent
    • Excellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required)
      • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
      • State or Federal work experienceWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. - - Standard starting compensation is commensurate with experience. - Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.Employees earn paid time off as well as paid holidays and paid training opportunities. -Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV's, trips, tickets, and even cars. - -In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. - Benefits options and plans vary slightly by location. - -JUST A FEW OF THE BENEFITS
        Medical, Dental, and Vision Coverage OptionsPaid Time-OffRegular RaisesAdvancement OpportunityFun, Engaging Work EnvironmentCasual Dress CodeCash and Prize ContestsNEED A SCHEDULE THAT WORKS WITH YOUR LIFE?We can offer a wide range of scheduling options for qualified candidates. - There are multiple shifts and weekly work variations available to our team members. - Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location. - Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.Must be authorized to work in their country of residence (The United States or Canada)Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. -Job offers are contingent on background/security investigation resultsMust be willing to submit to drug screening. - Job offers are contingent on drug screening results....var cpo = []; cpo["object"] ="cpwidgetd7da22c3-bd2b-4c8e-afc4-340c6222285b"; cpo["fid"] = "AoBA5xepEo3F";var cpmp = _cpmp -- []; _cpmp.push(cpo);(function() ( var cp = document.createElement("script"); cp.type = "text/javascript";cp.async = true; cp.src = "//www.cincopa.com/media-platform/runtime/libasync.js";var c = document.getElementsByTagName("script")[0];c.parentNode.insertBefore(cp, c); )(); As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

Keywords: Mass Markets, Melbourne , Technical Support Agent (Hiring Immediately), Sales , Melbourne, Florida

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