Virtual Technical and Sales Support Representative - Remote - TP90567

Requisition ID: 485922BR | Work-from-home position available in select states (AR, AZ, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, ME, MI, MN, MO, MT, NC, ND, NE, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY). Open to veterans, transitioning military, National Guard and Reserve members, military spouses, wounded warriors, and caregivers.

About the role

As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns. Provide front-line, first-level technical assistance for consumers supporting client-specific high-speed internet services, delivering an exceptional customer experience. Resolve technical problems within a fast-paced, customer-facing environment, including troubleshooting and issue resolution assistance with client service and/or device-specific issues such as internet connectivity and performance troubleshooting.

Pay

$17.31 per hour

Responsibilities

• Support customer needs related to client-specific high-speed internet services and/or devices including troubleshooting, triage, and additional required resolution techniques
• Deliver in-scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration
• Demonstrate advanced product knowledge and the ability to solve customer issues
• Resolve customer issues on the first call as frequently as possible
• Open and manage trouble ticket system for user issues, Data Network, OS issues
• Be patient, courteous, and friendly with customers at all times
• Demonstrate a positive attitude
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames
• Adhere to all work schedule assignments
• Abide by and support management directives and adhere to all Teleperformance policies

Requirements & Qualifications

Minimum Education

High School diploma or GED required

Basic Qualifications

• Over 18 years of age
• Comfort with desktop computer systems
• Proven oral and written communication skills
• Familiarity with personal computers, operating systems, software, and computer terminology
• Demonstrated problem-solving skills
• Ability to work independently and multi-task

Preferred Qualifications

• HS Diploma or equivalent

Key Competencies

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
• Communication: Outstanding communication, listening, and analytical skills
• Organizational Skills: Strong organizational and problem-solving skills
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience

Technical Requirements (Work from Home)

• A dedicated workspace located near your router to support a hardwired Ethernet connection
• Minimum internet speed: 15 Mbps download / 10 Mbps upload
• ISP latency under 50ms
• Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P, or VPN
• Proof of internet speed required

Benefits

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

Company Overview

Teleperformance is a global, digital business services company with more than 500,000 inspired and passionate people speaking more than 300 languages. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment with the chance to interact with people from all walks of life.