Customer Service Representative (CSR)

How You Will Impact The Organization

The agent is directly communicating with the fast growing number of end-users by phone and e-mail and helping them set up, solve any problems they may have and make a sale if they have a need for the service. Enthusiasm and Energetic are critical attributes for the position. Prior experience in a call center or similar position is essential.

• Responsible for customer technical support, calls, and emails efficiently, accurately and in a professional manner using excellent customer service skills.
• Responsible for contacting customers in regards to service issues specifically with a view to retaining customers or checking for potential fraud.
• Responding to chats and emails as required.
• Absorb responsibility for learning, in detail, about company products and using this knowledge to solve customers' technical problems and see these through to completion.
• Maintain client work schedule and service level requirements.
• Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future.
• Provides comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor.
• Report accurately on calls inbound and outbound, record calls and call details on company systems.
• Fulfill special project requests, and support porting or HP as required.
• Ability to work flexible work hours.
• Perform other duties and responsibilities as required, assigned, or requested.

What You Will Bring To The Table

• 2+ years experience in a customer technical support inbound call center environment.
• 2+ Years experience resolving basic user related technical problems with directions given over the telephone or via email.
• Excellent communication skills.
• Superior problem solving skills.
• Proficiency in Salesforce.
• Experience supporting added areas of support functions, examples could include special projects, porting, HP support etc.

You will stand out if you also have…

• IOS experience is a plus
• HTML experience a plus

Additional Details

• Location requirements: Fully remote within the U.S.
• Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time.
• Technology requirements: Reliable, high speed internet.
• Eligible for sponsorship: No.
• Security Clearance: This position is contingent upon satisfactory completion of a more extensive background check through the Federal Government as a Public Trust Position. Requirements include (subject to change), but are not limited to, active U.S. Citizenship or green card holder residing in the U.S. for a minimum of 3 years and working location in the U.S.

Pay & Benefits

• The compensation for this role is up to $17.87 - $28.85 an hour USD.
• This position may be eligible for pre-approved overtime.
• Also included in this package for this position for compensation considerations may also include ESPP, accrued vacation, sick time, holidays and benefits.