Job Description

Job Responsibilities

This is a contracted virtual customer support job taking incoming calls, working from home using your own computer equipment that meets our technical requirements. You must be able to establish a designated work space, free from noise and distractions to handle incoming phone calls.

Strong desire to be helpful and take ownership to resolve customer situations
Troubleshoot technical issues that are related to products not working as expected
Provided customer relationship management tool to research inquiries, document customer interactions, and issue replacements
Receive and respond to inbound customer inquiries via phone, email, and text while updating internal computer applications and systems
Answer incoming customer inquiries
Collaborate with management teams to stay updated on new products, services, and policies
Engage with clients in a friendly and professional manner while actively listening to their concerns
Offer support and solutions to customers in accordance with the company's customer service policies
Maintain required product knowledge to deliver best in class service

Qualifications

Excellent interpersonal and verbal skills, clear diction, tone and knowledge/use of proper grammar
Ability to explain complex, step-by-step processes to customers over the phone
Prior customer service/troubleshooting experience preferred
Ability to multitask by reading, typing, and navigating through applications while speaking with customers
Must be able to communicate effectively with customers, management, and co-worker
Exhibit a positive attitude and bring enthusiasm to work each and every day
Proven record of great attendance and demonstrating skills as a team player

** TRAINING CLASS BEGINS December 17th 2024 **

Training Schedule (2 days): Tuesday 12/17/24 – Wednesday 12/118/24 from 9:00AM – 5:00PM (NO training on weekends)

*Available Shifts after training:

• This program operates Monday – Sunday between 9am - 6pm.

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

• 4 GB of RAM minimum
• 8 GB or RAM or better is preferable

Operating System

• Windows 10 Professional (No Macs or Chromebooks)
• Information on how to upgrade to Windows 10 Professional can be found here: https://support.microsoft.com/en-us/help/12384/windows-10-upgrading-home-to-pro
• 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 (Headband + Boom) with Tough Case and JPL BL-053+P
• JPL USB 2.0 universal bottom lead with volume and mute function
• OR

• High grade USB noise cancelling headphone available on Amazon or any other retailer

Camera

• Integrated or USB camera with 1080p resolution or higher. Please note that camera models will vary. Please make sure the cameras are compatible with Windows 10. Available on Amazon or any other major retailer.

*Dual monitors required on client program

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 25 Mpbs download / Minimum 6 Mpbs upload
• Internet connection must not be shared with more than 3 devices in the same location

Maximum Latency Threshold

• 120 milliseconds (ms)