We are looking for someone to provide customer service and technical support in a fast-paced call center environment. This role is responsible for assisting customers and internal users with order-related inquiries, troubleshooting technical issues, and resolving hardware, software, and account access concerns. Support is primarily provided through inbound phone calls and requires strong problem-solving and communication skills.
Key Responsibilities:
- Respond to inbound customer and employee support requests
- Troubleshoot order, system, hardware, software, and account-related issues
- Provide first-level technical support and issue resolution
- Document interactions and escalate complex issues as needed
- Deliver excellent customer service while meeting performance expectations
- Follow established support processes and procedures
- Maintain productivity and quality standards in a structured call center environment
Que Specific:
- Trouble shoot active directory, manage associate user groups affecting email/access
- Provide technical support for asset protection information System (APIS, Loss Prevention) Camera monitoring
- Reset store user passwords/log in access issues
- Trouble shoot systems used to investigate varying topics
Requirements
- Recent experience in a customer service, technical support, help desk, or call center environment
- Previous experience working remotely in a professional setting
- Experience operating within a structured call center environment, including adherence to schedules, breaks, productivity metrics, and attendance expectations
- Strong troubleshooting and problem-solving abilities
- Excellent verbal communication and customer service skills
- Dedicated home workspace suitable for remote work
- Reliable high-speed internet connection with the ability to connect via ethernet when required
- Work history with recent/relevant experience
- Demonstrated commitment, reliability, and a professional work ethic
- Self-motivated with a strong desire to learn, grow, and advance within the organization
- Ability to multitask and work effectively in a high-volume environment
- Flexibility to work varying shifts, including evenings, weekends, and holidays as business needs dictate
Preferred Qualifications:
- Experience supporting hardware, software, account administration, or point-of-sale systems
- Prior customer-facing technical support experience
- Proven ability to meet or exceed performance and service level goals in a call center environment
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