Senior Technical Support Advisor

Blackboard; United States; Remote; Full time

Job summary

A leading company is seeking a Senior Customer Service Advisor for Technical Support. This remote position involves assisting customers with account issues, utilizing technical skills to provide exceptional service, and managing high call volumes effectively. The ideal candidate will have strong problem-solving abilities, excellent communication skills, and experience in a virtual contact center environment. Join a diverse team committed to providing quality support and enhancing customer satisfaction.

Qualifications

• Experience in a technical support role within a virtual contact center.
• Proficiency in written and spoken English (CEF C1 or above).

Responsibilities

• Assist customers with account issues via phone, chat, and email.
• Resolve customer service issues promptly and professionally.
• Utilize computer technology to handle high call volumes.

Skills

Technical Skills

Problem Solving

Customer Service

Communication

Education

High School Diploma or equivalent

Degree in computer science/technology

Tools

Microsoft Office

AWS tools

Job description

Senior Customer Service Advisor – Technical Support

Location: Remote – US

Pay rate: $15 an hour. Full-time with benefits. Work From Home.

We use national and industry-specific survey data to assist in determining compensation, considering factors such as external market rate, role budget, and current employee rates. Some roles may have variable pay.

We are hiring for technical support positions in our virtual contact center network. In this role, you will assist customers with account issues and provide exceptional service. Successful candidates should have experience in a technical support role within a virtual contact center environment.

The Opportunity:

Position Responsibilities:

1. Answer customer inquiries via phone, chat, and electronic methods.
2. Respond to requests for product information and assistance.
3. Resolve customer service issues promptly and professionally.
4. Utilize computer technology to handle high call volumes.
5. Collaborate with team leads, supervisors, and managers to ensure customer satisfaction.
6. Follow call scripts and contact center policies.
7. Manage interactions using AWS tools.

Primary Responsibilities:

1. Enjoy talking to and helping others, pride in providing quality service.
2. Build genuine connections with customers professionally and friendly.
3. Listen attentively, demonstrate empathy, and resolve product, service, and technical issues.
4. Navigate multiple applications and troubleshoot medium to complex technical issues aiming for one-call resolution.
5. Support customers via phone, chat, email, and web tickets.
6. Work in a structured environment, handling high-volume calls.
7. Document information in web-based ticketing systems.
8. Represent the company positively to promote its objectives and enhance client relationships.
9. Handle multiple tasks and escalate issues timely.

The Candidate:

Required Skills:

1. Computer and internet savvy, comfortable with multiple applications.
2. Strong technical and problem-solving skills.
3. Customer-focused attitude.
4. Ability to work independently in a team environment.
5. Excellent communication skills, both written and oral.
6. Availability 7 days a week; schedules to be discussed.
7. Support experience with MacBook and Windows 10/Microsoft Office.
8. Proven performance in meeting goals and metrics.
9. At least 18 years old.
10. High School Diploma or equivalent.
11. Ability to handle inbound voice calls in a high-volume environment.
12. Proficiency in written and spoken English (CEF C1 or above).
13. Reside within an approved state.

Preferred Skills:

1. Stable employment history (minimum one year at most recent job).
2. Apple Certified MAC Technician (ACMT).
3. Experience in education and e-learning technologies.
4. Relevant technical certifications.
5. Degree in computer science/technology (Associates or higher).
6. Ability to provide personal equipment is preferred but not required.

Personal Equipment Requirements:

Operating System:

• Windows 10 (various editions), 64-bit, latest updates.

Processor:

• 64-bit, 1.5 GHz or faster, minimum 4 cores.

Memory:

• At least 8 GB RAM.

Network:

• IPv4, stable network connection.

Internet:

• High-speed internet (Cable, Fiber, DSL).
• Wi-Fi permitted with responsibility for stability; wired connection preferred if issues arise.
• Mobile broadband not supported.
• Minimum 30 Mbps download, 15 Mbps upload, 100ms ping, 20ms jitter.

This description does not cover all duties and responsibilities, which may change. Additional minimum requirements may be stated during the application process.

Anthology is an equal opportunity employer, committed to diversity and inclusion, and considers all qualified applicants without regard to legally protected characteristics.