Remote -Technology Technical Support Representative

Teleperformance USA; Salt Lake City (UT); Remote; USD 30,000 - 50,000; Full time

Job summary

A leading customer service provider is seeking a Technical Support Representative in Salt Lake City, UT. The role involves providing first-level technical assistance and resolving issues related to client-specific high-speed internet services. Candidates must have a high school diploma and customer service experience. This position allows for work from home, emphasizing a collaborative environment.

Benefits

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision, 401k)

Paid Time Off

Employee wellness programs

Qualifications

• Minimum 6 months of customer service experience required.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• Customer service and/or sales experience preferred.

Responsibilities

• Provide front-line, first-level technical assistance for consumers.
• Resolve technical problems in a customer-facing environment.
• Deliver in-scope support for internet service issues.
• Demonstrate advanced product knowledge.

Skills

Customer service

Technical assistance

Problem-solving

Collaboration

Communication

Education

High School Diploma or equivalent

Tools

Windows-based systems

Job description

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Note: TP can only offer employment to individuals located in the following states: AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY.

Your Responsibilities

• Find innovative ways to respond to varying questions, issues, and concerns as a Technical Support Representative.
• Provide front-line, first-level, technical assistance for consumers.
• Support Client-specific high-speed internet services delivering an exceptional customer experience.
• Resolve technical problems within a fast-paced, customer-facing environment.
• Troubleshoot and issue resolution assistance with Client service and/or devices specific issues.
• Support customer needs related to Client-specific high-speed internet services and/or devices.
• Deliver in-scope support for internet service and connectivity-related issues.
• Demonstrate advanced product knowledge and the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket systems for user issues.
• Be patient, courteous, and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner.

Qualifications

• High School Diploma or equivalent.
• Minimum of 6 months of customer service experience.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
• Customer service and/or sales experience preferred.
• College degree preferred but not required.

Key Competencies

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Work from Home Requirements

• Minimum subscribed download rate equal to or exceeds 25.0 Mbps.
• Minimum subscribed upload rate equal to or exceeds 10.0 Mbps.
• ISP must have no packet loss and ping under 30ms.
• Internet connections cannot be Satellite, Mobile Data, P2P, or VPN.
• Proof of internet details required.
• Clean and quiet workspace.

EOE / Disability / Vets