Customer Service Representative

Position: Customer Support Representative

Duration: Seasonal – extensions possible based on performance and attendance

Address: Remote

Pay Rate: 17.50/hr

Must Haves:

• 2 years of job-related experience in a call center environment
• Experience using a ticketing system – Salesforce or similar
• Experience using a call center phone system – Avaya or similar
• 2 years of customer service experience
• 2-3 years of computer usage experience
• Excellent communication skills & excellent verbal and written communication.
• Professional demeanor with the ability to maintain even temperament in high pressure situations
• Ability to handle 10-50 calls a day
• Highly proficient with Microsoft Applications including tech savvy and proficient with documentation – Outlook, Excel, Word and Access

Day to Day:

Provides technical support and help-desk support to users of our proprietary on-line educational products. Our main customer base consists of instructors, administrators, and an occasional student at colleges, universities, and 2- and 4-year schools, along with some post-graduate students. This posting is for a temporary position to support our users during the back-to-school busy season. Our hours of operation range from 8am ET to 1am ET, including weekends.

• Answer phone calls, chats, and other electronically delivered requests to the call center regarding digital products.

• Process email requests and issues delivered to the call center.

• Own and manage case including communication and resolution to customer using call ticketing system.

• Research and escalate issues when necessary to Tier 2 support.

• Responsible for handling all customer inquiries and questions that come into the support center.

• Always provide excellent customer service.

• Follow up to customer inquiries by taking specific action in a timely manner.

• Troubleshoot software and system problems in addition to product troubleshooting.

• Exercise retention efforts when appropriate.

• Work with confidential customer information.

• Problem solve and provide guidance to help customers resolve issues.

• Enter data from customers into various software programs.

• Thrives as a team player in a fast-paced, high-energy, change-oriented environment.

• Participate in additional training courses.

• Perform other related duties and assignments as required and as assigned by supervisor or manager.

Equipment provided:

2 monitors, 1 phone with all the cords, 1 keyboard, 1 mouse, 1 phone adapter, 2 monitor power cables, 2 monitor cables. They just need to provide highspeed internet connected through ethernet to the PC. We will have all equipment shipped to them before the start date, and a team ready and available to troubleshoot their set up.