Remote Support Desk Representative Jobs

Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following client or internal tracking protocols.

This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.

Specific vision abilities required by this job include close vision requirements due to computer work.

Two-year Associate Degree (field related) or equivalent experience required.

Must have a minimum of one-year helpdesk experience in a corporate environment, two years preferred.

Must have a comprehensive knowledge of computer hardware/software concepts.

Experience with helpdesk ticketing tools and knowledge base resources.

Experience in an educational and technology workplace environment desired.

MS Word, Excel, Outlook (excellent Outlook folder management in an Exchange environment desired)

Above average typing skills (>50 words per minute with >95% accuracy).

Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting).

Depending on support volume/needs act as a resource for other projects and/or departments outside of the scope of core responsibilities.

General knowledge of the principles, processes, and practices related to customer service and administrative support.

Strong verbal and written communication skills with the ability to respond effectively to the sales force and internal partners.

1+ years of customer service or related experience.

Research multiple systems and websites to gather information to answer agent questions and resolve complaints or concerns.

Ability to understand and patiently explain how technology works step by step when assisting others.

High school diploma or equivalent.

We Offer An Excellent Benefits Package Including

Medical, dental, vision, life, and disability insurance

Exposure to computer screens for an extended period of time.

Sitting for extended periods of time.

Reach by extending hands or arms in any direction.

Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.

Solid systems and technology skills

Strong verbal and written communication skills

Ability to identify trends based on customer feedback or self-observations in order to drive an improved customer experience

Manage stressful situations with composed behavior demonstrating empathy and understanding

Inquiries will focus on aspects of the client’s group benefits plan. Topics will include details about their eligibility, coverage and claims.

Representatives must act with a sense of urgency by being responsive and resolving service issues as quickly as possible

Ability to effectively use customer relationship management (CRM) system and phone system.

Prior sales and/or customer service experience is preferred.

Exhibit strong skills for sales, including the ability to upsell.

Ability to quickly learn product knowledge and processes.

Work together with Sales associates to support customer needs by determining the best products and solutions.

Ensuring the delivery of personalized customer service through timely quotations and accurate sales orders.

Strong understanding of Email construction, delivery, potential problems, providers, and management

Experience with Customers in any role that entrusts your ability to make a difference to customers' recognizable

Experience operating and/or managing a database regardless of how specific to an industry

We work remotely. We always have - we always will!

Our Health and Wellness Benefits. Medical, Dental, Vision, Flexible Spending and Dependent Care Accounts.

You will grow your skills with us.Annual allowance for professional development.

Ability to effectively use customer relationship management (CRM) system and phone system.

0-3 years of sales and/or customer service experience is preferred.

Exhibit strong skills for sales, including the ability to upsell.

Ability to quickly learn product knowledge and processes.

Work together with Sales associates to support customer needs by determining the best products and solutions.

Ensuring the delivery of personalized customer service through timely quotations and accurate sales orders.

Utilize excellent communication skills to maintain a high customer satisfaction rating in all customer interactions.

1-2 years of experience in customer service and / or technical support

Business level English skills, both written and spoken

Excellent written, oral and interpersonal communication skills

Strong deductive reasoning skills, with an ability to unsurface the root cause of an issue

Experience working within ZenDesk or other support tooling

Meet all service level agreements set by management

Knowledge of, and the ability to perform, basic computer skills

Develop a working knowledge of all reference material such as product catalogs, manuals, instruction sheets/templates, and price books

Minimum 3 years of customer service experience preferred

Minimum 12 months of call center experience preferred

Ability to work in a remote environment

Benefits: Comprehensive health benefits for you and your family.

TAKE CARE OF THE CUSTOMER (Sales Pro & Customer): Provide FIRST CLASS customer service where customer always comes first

Provide status updates for both blank and embellished orders via email or telephone for CSRs, Sales Pros, and the production facility

Ensure all inquiries and status updates are answered within 24 hours

Address hold queue by reviewing changes made to order and determine if order can be moved out of hold status.

Review all defects sent to Inventory Control, send to shipping, and communicate the defect situation to the CSR and Sales Pro

Support and Manage IT Help Desk Team

Solve issues directly with customers utilizing your knowledge about systems, IT, our applications, etc

History of communication defects or requirements to developers

Jira, Azure DevOps or other similar tools

History of deploying fixes or applications to customer environments