[Hiring] Technical Support Agent @ltvplus

Role Description

We’re looking for a tech-savvy Customer Support professional with at least 6 months of experience in customer service, sales, or technical support. The ideal candidate can multitask efficiently, troubleshoot customer issues through chat, email, or calls, and deliver timely, high-quality resolutions.

Qualifications

• Minimum of high school diploma or equivalent required, post high school education preferred.
• 6+ months customer service, sales, or technical support experience required.
• Software/platforms required: MS Teams, Salesforce, Bomgar, Dexter is preferred.
• Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.

Requirements

• Ability to work on multiple projects and tasks simultaneously in an efficient manner.
• Must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers.
• Must have the flexibility to work overtime on short notice - as requested - by the management team.
• Must have a history of good attendance.

Benefits

• Remote-first company with a team spread across the globe.
• Embracing flexibility and diversity in everything we do.
• Bringing personalized support to enhance customer experiences.

Your Mission Will Be To:

GOALS and OBJECTIVES:

• Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
• Accurately identify and convert customers for Home Advisors.
• Strive to resolve customer issues with one-chat/one-call resolution.
• Meet and exceed biannual goals set forth by Technical Support Management.

DUTIES and RESPONSIBILITIES:

• Answer and address support chats/calls from customers.
• Answer and address incoming emails and inbound calls from customers.
• Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
• Ensure customer needs are met by ensuring customer awareness of relevant client products and services when appropriate.
• Provide remote troubleshooting using BeyondTrust or client-of-choice.
• Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
• Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
• Effectively execute transactions for paid services.
• Work closely with other departments to resolve outstanding issues.
• Assist in documenting solutions for our Knowledgebase for training and information purposes.
• Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
• Provide backup chat/case/call support for Customer Service volume when necessary.
• Project a positive attitude and be a mentor for other employees.
• Maintain a favorable image of client when interfacing with outside sources.
• Accurately record and submit timesheets and paid time off requests.
• Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.

COMPETENCY MODEL:

• Customer/Client Focus
• Upsell/Cross-sell
• Adaptability/Applied Learning
• Decision Making/Problem-Solving
• Initiative
• Productivity
• Quality Orientation
• Stress Tolerance
• Teamwork/Collaboration

KEY SUCCESS FACTORS:

• Ability to work independently, with little supervision in a fast-paced environment.
• Customer-centric demeanor.
• Critical thinking, problem-solving, and research skills are a must.
• Must be able to adapt to every type of customer regardless of the computer skills they possess.

PERFORMANCE MEASURES:

• Must pass calls, case and chat quality goals.
• Must meet call/chat handling goals such as wrap-up, talk time, first contact resolution, and other stats.
• Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
• Must maintain team ownership requirements.
• Must be able to adhere to assigned schedule.
• Attend and participate in scheduled team meetings.

Tech Checklist - Gotta Have It!

• A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet of 100 MBPS connection and back up for both.
• A quiet, cozy workspace to handle calls and chats like a pro.

Working Condition:

• Part time agent

Schedule:

• 6:00am–5:00pm Pacific Time, Monday - Friday