Remote Customer Experience Rep - Tech Support

Allied Universal; Miami (FL); Remote; USD 23,000 - 25,000; Full time

Benefits offered by this job

Medical/dental/vision

Eight paid holidays, sick days, and 4/

Job summary

Deposita, an Allied Universal Company, is hiring a Customer Experience Representative to deliver high‑quality support for our customers from a remote Florida location. The role emphasizes identifying customer needs, guiding them to resolution, and maintaining a strong service focus.

The successful candidate will handle technical inquiries, document cases thoroughly, and collaborate with others to address issues promptly.

Qualifications

• High school diploma or equivalent.
• Technical call center support experience.
• Experience in a technical support role.
• Strong customer service and customer relations.
• Ability to take initiative and learn new processes and concepts.
• Ability to exercise good judgment and decision-making.
• Effective written and oral communication skills.
• Basic understanding of software/hardware troubleshooting.
• Able to assess and evaluate situations effectively.
• Able to identify critical issues quickly and accurately.
• Able to write informatively, clearly, and accurately.
• Problem solving and analytical skills.
• Ability to work in a team environment.

Responsibilities

• Identify customers' needs, clarify information, provide direct support or guidance toward resolution.
• Tackle a variety of problems in technical systems with skill and accuracy.
• Create cases for all calls and emails received, enter the history of the problem, all steps taken, and subsequent resolution if resolved at the Help Desk or elevate to appropriate next level.
• Maintain customer service as an utmost priority and continuously develop the ability to deal with challenging customer conversations.
• Discern changes in call types and report to management.
• Monitor health of network, hardware, and software for our customers.
• Track escalations through proper channels to completion.

Skills

Customer service

Communication

Problem solving

Teamwork

Initiative

Judgment

Analytical skills

Education

High school diploma or equivalent

Associate's degree in IT/CS

Tools

ServiceNow

TalkDesk

Job description

Deposita, an Allied Universal Company, is hiring a Customer Experience Representative to deliver high‑quality support for our customers from a remote Florida location. The role emphasizes identifying customer needs, guiding them to resolution, and maintaining a strong service focus.

The successful candidate will handle technical inquiries, document cases thoroughly, and collaborate with others to address issues promptly.