Technical Support/Customer Care Professional

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS
Assist users and Tier 1 agents with technical issues through email, chat and phone support
Follow approved client workflows in responding to customer inquires
Work with Tier 3 to resolve or properly close tickets
Update knowledge bases and process documents as needed
Diagnose and provide path to resolving inquiries
Provide excellent customer service and analyze problems effectively at all times
Work with confidential customer information
Problem solve to help customers resolve issues on first call
Manage an individual ticket queue and accurately log all customer interactions in data management system
Achieve highest levels of customer satisfaction scores
Communicate positively with team members, customers and other partners
Thrives as a team player in a fast-paced, high-energy, change-oriented environment
Collect and report product quality insights gained during customer interactions
Responsible to follow the direction of management and provide feedback
Performs other related duties and assignments as required and as assigned
QUALIFICATIONS
Must be 18 years old or older
High School Diploma or General or
Educational Development Degree (GED)
Associate's or Vocational degree in technical field preferred
At least 2-4 years' experience in providing customer support in a high volume setting
A+ Certification preferred
Type 30 wpm
Strong speaking voice with clear diction, strong communication skills, verbal and written, with a proactive and positive approach
Must have good spelling, grammar, punctual skills, and the ability to adopt a specific written style and tone
High energy level and good emotional intelligence, likes people
Enjoys finding problems and weaknesses with a product and reporting the flaws in a constructive way. Glass half full attitude rather than a complainer
Ability to systematically break down and solve complex or ambiguous problems
Have strong active listening, multitasking and interpersonal skills
Logical problem solving skills and identify solutions based on written procedures, guidelines and process tools
Ability to use desktop computer system and hardware, e.g. mouse, keyboard
Passionate about technology, experience with more than one web browser (Chrome, IE, Safari ) technology - Clearing cache, cookies
Familiarity with imaging operating systems and pulling logs from laptops or desktops
Substantial personal or professional experience connecting mobile devices such as networking skills (Proxy Settings, Routers, Internet Modems, Ethernet) and troubleshooting wireless skills (3G, 4G, WiFi, SSO, VPN)
Some familiarity with client products - has an email account or exposure to online app store
Strong proficiency in using, and troubleshooting Windows and/or Mac operating systems
Familiarity with ticketing systems is preferred, but not necessary
Provide a positive, professional, empathetic and customer-focused manner
Enjoys improving the product through constructive feedback and seeing the feedback in action
Good organization and work prioritization skills
Adaptable to flux and change in the products supported
Must have availability to work various shifts influenced by current business needs
Must be able to pass background check and other screenings
Phone: 801-257-6079
apply online at teleperformance.com
Or in person
2261 Grant Avenue
Across from Lindquist Fields
Monday thru Friday 8am to 4pm

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