Technical and Customer Experience Advisor - Work From Home - US

Transcom; Kansas City (MO); Remote; USD 19,673 - 28,019; Full time

Benefits offered by this job

Health Benefits for you and your family

Performance-based incentives

401(k) with employer match

Paid Vacation Time

Computer equipment provided

Great Work/Life Balance

Job summary

Transcom is hiring a Remote Technical Support Agent based in the United States, specifically in Kansas City, Missouri. In this role, you will provide support for customers using smartphones, tablets, and computers, utilizing your technical skills to troubleshoot issues. This position offers a starting pay of $17.31 per hour along with benefits such as health insurance and a 401(k) plan. Ideal candidates will have strong communication skills and the ability to work in a structured remote environment.

Qualifications

• At least 18 years old.
• Able to work 32-40 hours weekly with overtime opportunities.
• Reliable attendance and strict adherence to schedule required.
• Able to pass a criminal background check.

Responsibilities

• Assist customers with smartphones, tablets, and computers.
• Provide excellent customer service and troubleshoot tech issues.
• Manage high-volume inbound calls effectively.

Skills

Strong computer knowledge

Excellent English communication

Multitasking skills

Conflict resolution

Customer service orientation

Education

High School Diploma or equivalent

Job description

General Information

Location: Work at Home
Job ID: 9953
Job Category: Technical Support Agent
Language Requirement: English

Description

Do you love exploring the ways technology helps you do all your favorite things?

Do you love helping people and sharing your knowledge?

Do you want to grow your career with a company that rewards your hard work?

Do you want to improve your work / life balance and work from the comfort of your home?

Benefits

• USD $17.31 Starting Pay
• Performance-based incentives each month, earning potential
• Pay increases with continuous learning and advancement to new tiers of support
• Pay options: Daily Pay, Bi-Weekly Pay, Direct Deposit, and Pay Cards
• Health Benefits for you and your family: medical, dental, vision
• 401(k) Investment options with employer match opportunities
• Paid Vacation Time
• Computer equipment provided
• 100% remote (Work-at-Home, including training)
• Great Work/Life Balance while developing your career
• Position as a Transcom employee (not an independent contractor)
• Opportunity to develop skills and grow career
• Work for a company passionate about people

Job Overview

You’ll be the friendly voice of our Telecommunications client to support their customers with smartphones, tablets, and computers. As a Technical and Customer Experience Advisor, you’ll listen to the caller and use your technical expertise, and passion for outstanding customer service, to answer questions about products and services, or troubleshoot technical issues to find solutions. In addition, customers may also have questions about services on their account, need help enrolling in or canceling a service, or disputing a charge.

Listen below to hear a sample of the types of calls you’ll handle when you join our amazing team!

Call Sample 1: channel/63uahzra/o30vts80

Call Sample 2: channel/63uahzra/3blz915a

Call Sample 3: channel/x6ojqbah/epzdpz7d

Call Sample 4: channel/ysuhmltn/h08g77lv

What we are looking for

• We’ve got an exciting career opportunity for you, if you can:
• Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
• Comfortably navigate multiple applications to research solutions
• Multitask in systems while patiently providing step‑by‑step instructions with a focus on accuracy and timeliness
• Calmly provide conflict resolution and navigate frustrated customer situations with an aptitude for service‑orientation and social perceptiveness
• Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.
• Work in a highly structured environment with strict adherence to your assigned full‑time schedule taking high‑volume inbound calls from customers.
• Work at a desk and wear an approved headset for the duration of a full‑time schedule in order to talk to customers in a high‑volume, fast‑paced, and sometimes stressful environment

Requirements

• At least 18 years or older
• High School Diploma, or equivalent
• Able to successfully pass a criminal background check
• Able to work a full‑time work week of 32‑40 hours, with overtime opportunities as needed
• Able to maintain 100% strict adherence to the assigned schedule
• Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)
• Able to work full‑time hours, with reliable attendance, as outlined in the assigned schedule
• Strong computer knowledge, including ability to accurately type at least 30 wpm
• Excellent English written and verbal communication skills
• Courteous and friendly with high level of professionalism
• Willingness to follow procedures and adhere to policies
• Able to communicate information and ideas so others will understand and able to exchange accurate information in these situations
• Able to multitask applications while talking to customers on the phone
• Able to thrive in a fast‑paced, time‑pressed, dynamic work environment taking back‑to‑back calls
• Able to actively listen to customer needs and demonstrate empathy - this includes having problem sensitivity - solve customer problems and be sensitive to others while you do it
• Highly adept at working with a high frequency of conflict situations, as well as upset customers
• Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi‑task, and concentrate in a prolonged setting.
• Able to use your hands to handle, control, or feel objects, tools, or controls
• Experience reviewing financial transactions and assisting customers that need help enrolling in or canceling a service, or disputing a charge, preferred
• Experience in a technical support role or troubleshooting technical issues, preferred
• Previous call center and/or work from home experience, preferred

Location Requirements

Must live and work in one of the following states:

• AL, AR, FL, GA, ID, IN, IA, KS, KY, LA, MO, MS, NE, NH, NC, ND, OH, OK, SC, SD, TN, TX, UT, VA, WI, WV

*We have a site in Greenville, South Carolina. We cannot accept remote applicants within 50 miles of the Greenville site.

Work at Home Requirements

• Transcom provides you an all‑in‑one computer, monitor, and headset for this position. The computer contains a built‑in webcam that is required to be used for training and meetings.
• You must have a secure, quiet, distraction‑free work environment without any conflicting responsibilities during your scheduled work shift, including caring for a family member.
• Your home office must be a private room with a door and cannot be a shared office space.
• Your monitor cannot face a window, if the office is on a ground floor.
• Your home office must have a DSL, Fiber, or Cable Internet that is hardwired into a modem/router via Ethernet.
• (Dial up, Wireless, Mobile Hotspot, or Satellite internet service cannot be used)
• Your hardwired internet connection must meet the minimum speed requirements:
• Minimum download speed 20 Mbps
• Minimum upload speed 3 Mbps
• Ping less than 100 ms or less

Although the computer is provided if you are hired, you will need a home desktop or laptop computer that is hardwired using an Ethernet connection to complete the typing and internet speed assessments during the application. This is a requirement to be considered for this employment opportunity.

Equal Employment Opportunity Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.