Remote Technical Support Representative (Work From Home) (9/26/2019 Start Date)

ABC Financial Services, Inc. - Remote

Full-time
It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

Since 1981, we have become partners with over 7,000 health clubs and positioned ourselves as the industry leader in software and payment processing solutions. Are you an awesome communicator and problem-solver who strives in a fast-paced environment? If so, we want to hear from you! We are looking for you to be the voice of our company from the convenience of your home as a Remote Technical Support Representative. At ABC, what you do every day will directly impact our clients and their members. See details below and apply today!

Applicants:
  • Must live in one of the following states: Arkansas, Alabama, Oklahoma, Georgia, Kansas, Texas, Florida, North Carolina, or Virginia
Summary:
This position is directly responsible for handling the inbound and outbound calls while providing quality service to customers. This position is directly responsible for the overall productivity of the technical support call center.

Essential Duties and Responsibilities for all Interactions:
Create incident tickets for tracking of clients computer/software and hardware issues
Responsible for taking inbound calls directed from the queue
Responsible for creating and noting an incident ticket for each call
Responsible for reviewing reported issues and answering client questions

Maintain individual standards:
Meet minimum QA of 80%
Minimum schedule adherence of 92%
Maintain acceptable error percentage
Maintain a talk time average of 15 min or less
Maintain department standards
Complete special projects as assigned
Perform other duties as assigned by manager or management
Regular and reliable attendance required

Qualifications:
Must have linear troubleshooting skills
Must have a foundation of networking knowledge of modems and routers
Must be able to relay information to both technical and non-technical users
Must have a working knowledge of all windows operating systems
Must have the ability to create/locate/modify knowledge base articles
Must be able to accurately and effectively communicate direction with other departmental staff members both verbally and in writing
Ability to multi-task in a fast-paced environment
Must be extremely detail-oriented and able to make sound decisions
Must be self-motivated
Must possess good grammar skills and professional phone presence
Must be dependable

Education and/or Experience:
High School Diploma
2+ years experience in a technical support call center or equivalent
Work-from-home experience beneficial
Must live in one of the following states: Arkansas, Alabama, Oklahoma, Georgia, Kansas, Texas, Florida, North Carolina, or Virginia

Language Skills:
Excellent verbal and written communication skills
Bi-lingual is a plus

Basic Skills:
Ability to problem solve using deductive reasoning skills in a timely manner
Basic mathematical skills including but not limited to addition, multiplication, and division of whole numbers, decimals and fractions
Flexibility and adaptability to frequent change

Physical Demands:
Ability to periodically lift and set up 20-25 pounds of computer related equipment
Must be able to sit for prolonged periods of time usually between 8-12 hours per day with periodic breaks
Must be able to look at a computer monitor and type for prolonged periods of time usually between 8-12 hours per day with periodic breaks
Must be able to speak and listen for prolonged periods of time usually between 8-12 hours per day with periodic breaks
May frequently be required to stand, walk, use hands, reach, stoop, kneel, bend, talk, or hear

Work Environment:
Moderate to loud noise level
Fast-paced and positive
Employee must furnish a high speed internet connection to connect to ABC’s server
Must live in one of the following states: Arkansas, Alabama, Oklahoma, Georgia, Kansas, Texas, Florida, North Carolina, or Virginia
Employee may be required to furnish mobile services and devices necessary to receive business communications on a continual basis; including voice, text, email, and ability to connect to ABC’s enterprise email server

Why You Will Want to Join Our Team:
100% paid training
Full benefits package and 401k with company match
Competitive pay
Paid time off
A refreshing culture and family atmosphere
Supportive management and co-workers
Opportunity to learn, grow, and advance your career
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!