[Hiring] Tech & Sales Support @Teleperformance

Role Description

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
• Support Client specific high speed internet services delivering an exceptional customer experience
• Resolve technical problems, within a fast paced, customer facing environment
• Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting
• 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 TP policies

Qualifications

• Over 18 years of age
• HS Diploma or equivalent (preferred)
• Comfort with desktop computer system
• Proven oral & written communication skills
• Familiarity with personal computers, operating systems, software, and computer terminology
• Demonstrated problem solving skills
• Ability to work independently and multi-task

Requirements

• 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

Work from Home Requirements

• Internet Requirements:
• Minimum subscribed download rate equal or exceeds 25.0 Mbps
• Minimum subscribed upload rate equal or exceeds 10.0 Mbps
• ISP must have no packet loss and ping under 30ms
• Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
• Proof of internet details required
• Clean and quiet workspace

Benefits

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