About the role
Job Title:
Technical Customer Service (TCS) Associate
Job summary:
Our Technical Customer Service (TCS) representatives deliver timely, accurate, and professional technical support to all customers. The team is looking for driven individuals who are up to the challenge of solving customer issues and providing a positive customer experience. Technical Customer Service (CS) Associates are technically savvy problem solvers with a focus on customer account security and issue resolution. An ideal candidate would need to be an excellent listener, quick learner, and able to handle ambiguity. You would need the ability to communicate professionally, with maturity and self-confidence.
This is a Full-Time (40 hours per week) position. The average amount of scheduled hours generally consists of 40 hours per week, with the expectation to work additional hours in a week if there is a customer need.
Key job responsibilities:
- Providing prompt, efficient, detailed service by engaging directly with customers
- Patiently listen to, understand, and solve complex technical customer issues
- Investigating, documenting, and resolving issues
- Providing world class support to customers
- Navigating multiple system applications and researching applicable solutions with ease
- Developing detailed knowledge about products, services and features
- Providing advanced device troubleshooting solutions
- Being a voice and advocate for our customers when something doesn't feel right
- Working with cross-functional support teams to ensure a consistent and high-quality level of support
- Acting as an advocate for our customers by reporting and acting on observed areas for improvement
- Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
- This position may require that you handle various contacts types including; Chat, Email, Inbound and Outbound voice calls with our customers
Basic qualifications:
- High School Graduate/ Diploma, one-year-plus of customer experience, or one-year-plus working directly with customers, or enrolled in college/university
- Standard qualifications include: (a) Typing Speed (minimum of 30 AWPM for voice and 32 AWPM for chat), (b) Grammar, (c) Active Listening, (d) Attention to detail, (e) Critical Thinking, (f) Problem Solving, (g) Conflict Resolution/ Resilience, and Engagement.
- Strong interest in consumer technology
- Experience troubleshooting technical devices
- Basic understanding of networks / Wi-Fi connectivity
- Patience working with customers that are slower to learn new technologies
- Ability to communicate and present a professional, courteous, and patient demeanor over the phone
- Ability to foster positive relationships
- Flexibility with full-time schedule, including shift assignments on weekends/evenings
- Problem-solving skills, thinking outside of the box
- Proficiency with learning new technology
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