Customer Care Team Member
- 100% Remote Work
- Growth opportunities
- Great benefits including Medical, Dental, PTO, 401k Company Match and Tuition Reimbursement just to name a few!
- Join a global team with the stability of 100 years of experience and the flexibility and growth opportunities of a start-up
- Handle client's customer service, technical support, billing, retention and product related inquiries with empathy and patience
- Ask probing questions and use critical thinking to determine root cause of the issue
- Clearly document the caller's inquiry, troubleshooting steps taken and resolution/next steps
- Compose professionally written emails and follow proper escalation procedures
- Educate and guide customers, of all technical skill levels, through troubleshooting processes using multiple web-based tools
- Windows 10 Operating system (System check required)
- Strong customer service skills
- Analytical thinking and problem-solving
- Ability to navigate multiple windows and applications to provide accurate information to end user
- Ability to work flexible shifts based on business needs
- Familiarity with troubleshooting iOS (iPhone/iPad), Android (Handset/Tablet), Gaming Consoles (Xbox, PlayStation), Smart TVs (Samsung, Vizio, Amazon), Streaming Devices (Roku, Firestick) and Computer Browsers (Firefox, Chrome)
- Must reside in one of the following states: AR, FL, GA, IL, KS, NH, OH, TN, TX, PA, VA
- Personal Windows 10 Operating System required with webcam and USB headset (equipment not provided)
- Must pass all assessments and systems check
- High school diploma or equivalent
- Ability to communicate through verbal and written English
- Agents are held to but not limited to metrics such as
- Attendance
- Schedule / Adherence
- (AHT) Average Handle Time
- (QA) Quality Scores
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