Job Description

Our Technical Support Advisors provide support to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues. This is a performance based organization where all calls are recorded, monitored, and reviewed on a daily basis. You will be responsible for support of Computers and Operating Systems, tablets, MP3 players and other technical devices.

Perks of joining KellyConnect:

• Paid training at $12-$14/hr
• After 90 days Advisors are eligible for a one-time $500 tenure bonus
• Advisor earning potential of $15-$17/hr
• Explosive growth opportunities into departments such as Leadership, Quality Assurance, and Training

Duties and Tasks/Essential Functions:

• Interact with customers in response to inquiries, concerns, and requests about products and services
• Gather customer/product information and determine the issue by analyzing the symptoms
• Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more
• Research using available resources, including article database systems
• Complete required training to stay current with system information, changes, and updates
• Participate in frequent 1:1/classroom video coaching sessions with leadership
• Exemplary attendance and punctuality

Requirements

Qualifications:

• Proper phone etiquette, including using client verbiage and positive positioning
• Ability to speak and type clearly and accurately, using proper grammar
• Ability to multitask between customer calls and logging of case notes
• Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to the organization
• Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance
• Experience with mobile devices (mp3 players, tablets, smartphones)
• Ability to adjust to constantly-changing technology, processes, and team structures
• Openness to constructive coaching and ability to implement performance objectives
• Ability to empathize with customers
• Willingness to work evenings, weekends, and holidays
• High School Diploma required
• Candidates must be 18 years or older
• Minimum 6 months call center experience required
• Must provide phone and internet services and quiet work environment, as the position is virtual