[Hiring] Support Specialist @ACD Connect, LLC

Role Description

Assist our client with handling their customer inbound call and email needs. The type of calls will assist with General Portal Support, Billing Support and Client Portal Support.

While the exact responsibilities will vary based on the business needs, the main duties of the Support Specialist role is summarized below:

• Take customer calls and emails and provide accurate, satisfactory answers to their queries and concerns
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Review customer accounts, providing customer with updates and information about billing and other account items
• Collaborate with other Specialists to improve customer service
• Perform other related duties as assigned by management

Qualifications

• USB Headset
• Webcam - All training is 100% on camera
• Laptop or PC (No tablets/Chromebooks/Macs)
• Reliable Broadband internet connection with at least 25 Mbps download capacity and 10 Mbps upload capacity

Requirements

• All Agents must meet the technical system requirements necessary to perform the essential functions of the position. Our systems are not compatible with MacBooks, Apple devices, Chromebooks, or tablets. This position requires the use of a personal desktop or laptop running a Windows operating system, Microsoft Office Products with compatibility for HP platforms and software.
• Must be available to work Afternoon/evenings, Saturday and Sunday shifts
• Applicants must be available to work at least three (3) shifts per week, including one Saturday every other weekend.

Benefits

• Compensation: $10 during the training period up to 2 weeks (higher state minimum wage will be paid to those in states where it applies)
• $16.50/hr after completing training period (training period attended at 100% attendance)
• When additional queue skill level training has been completed and production levels are met, compensation will move to $17.00/hr
• Remote Work – No commute time to the office
• Medical/Vision and Dental Insurance
• Flexible Spending Account / Health Savings Account
• Personal Accident Insurance
• 401(k)/Roth retirement plans with matching
• Tiered PTO based upon length of employment
• Employee Assistance Services for Mental Health/Substance Abuse/Counseling resources
• Earn up to approximately 2 hours of PTO earned per pay period and begin using after 90 days of employment