Technical Customer Experience Specialist (Hybrid)

Allied Universal; Boca Raton (FL); Hybrid; USD 23,000 - 25,000; Full time

Benefits offered by this job

Medical, dental, vision, basic life,AD

Eight holidays, five sick days, four**

Vacation accrual 3.08 hours biweekly

Job summary

Allied Universal's Deposita division seeks a Customer Experience Representative in Florida to deliver top-tier support to B2B clients. Role starts at $17/hour with a $18/hour bump for bilingual speakers (French Canada or Spanish). In-person training in Jupiter is required for 45 days, after which remote work may be possible with metrics achieved.

Candidate should have 2+ years in tech customer service. Training occurs in Jupiter, and occasional in-office meetings may be required.

Qualifications

• High school diploma or equivalent.
• Technical call center support experience.
• Experience in a technical support role, or other technical experience.
• Strong understanding of 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 to 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 escalated 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

Written communication

Oral communication

Problem solving

Team player

Analytical thinking

Education

High school diploma or equivalent

Associate's degree in IT/CS

Tools

ServiceNow

TalkDesk

Job description

Allied Universal's Deposita division seeks a Customer Experience Representative in Florida to deliver top-tier support to B2B clients. Role starts at $17/hour with a $18/hour bump for bilingual speakers (French Canada or Spanish). In-person training in Jupiter is required for 45 days, after which remote work may be possible with metrics achieved.

Candidate should have 2+ years in tech customer service. Training occurs in Jupiter, and occasional in-office meetings may be required.