Senior Representative, Digital Technology Support

About the position

The position involves handling multi-client calls from customers, customer service personnel, and POS client representatives to resolve inquiries and complex servicing technology issues. The role requires detail-oriented individuals with strong organizational, analytical, and problem-solving skills, as well as excellent communication and interpersonal abilities.

Responsibilities
• Service incoming calls and emails as needed.
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• Troubleshoot customer Web/Internet problems in a Service Center environment.
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• Handle calls from customers, customer service personnel, and POS client representatives to resolve general customer service inquiries and complex digital servicing issues.
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• Troubleshoot complex servicing technology issues from other departments.
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• Escalate, monitor, and track problems in the appropriate trouble management system to ensure timely resolution.
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• Demonstrate functional skills to take ownership, troubleshoot, and resolve technical issues in a single customer interaction.
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• Maximize each customer experience in an organized and efficient manner.
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• Focus on first call resolution with both technical support and customer service interactions.
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• Seek opportunities to enhance customer service processes.
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• Establish and maintain effective relationships with customers, ensuring first call resolution and appropriate follow-up.

Requirements
• Minimum 1 year of customer service experience.
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• Hands-on experience with MS Office 2010 applications, Internet Explorer, and Outlook.
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• Experience with web browser applications.
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• Flexibility to work different shifts, including evenings, weekends, and overtime as necessary.

Nice-to-haves
• Multi-client customer service experience.
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• Technical background and/or 1-2 years related technical internet troubleshooting experience.
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• Exceptional interpersonal skills with a demonstrated ability to build and maintain rapport with clients and customers.
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• Ability to identify and articulate complex ideas and issues clearly.
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• Capacity to maintain composure in stressful situations and manage escalated interactions.
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• Basic knowledge of security applications including antivirus software and mobile apps.

Benefits
• Hourly rate range of $22.00 - $28.50/hr USD.
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• Eligibility for an annual bonus based on individual and company performance.

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