[Hiring] Chat/Phone Support Specialist @Inktel Contact Center Solutions

Role Description

Customer Support Specialists should stay informed about product specifications and maintain a positive demeanor and patience with customers.

• Demonstrate high standards for quality service.
• Work in tandem with the quality and training team to self-manage performance expectations.
• Maintain an open communication line with Team Lead/Quality Advocate/Trainer and the manager for support and personal development.
• Maintain business acumen, courtesy, and professionalism when dealing with all client contacts.
• Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base.
• Maintain proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately.
• Be punctual to work and adhere to all schedules and deadlines, both scheduled and special projects.
• Strict adherence to key performance indicators (KPI) as set by management.
• Strive to exceed key performance indicators (KPI) and quality goals as outlined by management.

Qualifications

• High school diploma or equivalent.
• 1-2 years Call Center Experience, preferably in a live chat environment.
• Retail sales experience, preferably in an ecommerce environment.
• Excellent Data Entry skills - 45-55 wpm minimum.
• Must be computer literate and internet savvy.
• Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce).
• Experienced in handling multiple chats at any given time.
• Exceptional written communication skills; high-quality standard in grammar, punctuation, and written business acumen.
• Professional, upbeat, and engaging written communication.
• Excellent oral communication skills: clear diction, tone, and use of proper grammar.
• Ability to deliver quality customer service in a high-volume environment.
• Ability to develop relationships with clients, even in difficult situations.
• Ability to advise and counsel customers in a quick and efficient manner.
• Ability to multitask by reading, typing, and navigating through applications while speaking with customers.
• Empathetic and active listening.
• Positive outlook and enthusiastic attitude.
• Conscientious team player.
• Must be flexible and ready to work in a dynamic shift environment - weekends and evening shifts may be required.
• Dependable, with a history of good attendance and punctuality is essential.
• Proven track record of all of the following STRIVE values:
  • [S]ervice
  • [T]enacity
  • [R]esponsibility
  • [I]ntegrity
  • [V]ersatility
  • [E]ntrepreneurship

Benefits

• Competitive base salary commensurate with experience.
• Comprehensive benefits package including:
  • Medical
  • Dental
  • Short/long term disability
  • Life insurance
  • Personal time off
  • Educational assistance
  • 401K plan

Work From Home Technology Requirements

• Minimum PC Requirements:
  • CPU Speed: Dual Core 1.2 GHz or better (Intel Core i3 or AMD Ryzen 3 or better).
  • Hard Drive: 40 GB or more of available space; 100 GB or more of total space.
  • Memory: 8 GB or RAM or better is preferable.
  • Operating System: Windows 10 Professional (No Macs or Chromebooks).
  • Two (2) available USB 2.0 or greater ports.
• Minimum Monitor and Accessory Requirements:
  • Monitor: 1280 x 1024 (SXGA) screen resolution; 1920 x 1080 (Full HD or 1080p).
  • USB Headset with Microphone: JPL TT3 Evo Binaural Headset with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function.
  • Camera: Integrated or USB Camera (Dual monitors may be required on some client programs).
• Minimum Software Requirements:
  • Google Chrome: Latest version of Google Chrome for Windows (Certain client programs may require specific versions of Microsoft Internet Explorer).
• Minimum Internet Connectivity Requirements:
  • Standard Connection / Speed: Hard-wired connection (no wireless); Minimum 45 Mbps download / Minimum 10 Mbps upload; Internet connection must not be shared with more than 3 devices in the same location.
  • Maximum Latency Threshold: 120 milliseconds (ms).