Technical Support Representative

Primary Talent Partners; Charlotte (NC); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking Technical Support Representatives for an educational software client for a contract role lasting until September. Ideal candidates should possess strong communication skills and problem-solving abilities, as they will be assisting customers with varied technical knowledge. This position offers full-time hours and a competitive hourly wage, and applicants should be prepared to work remotely.

Qualifications

• Excellent communication skills - verbal and written.
• Advanced problem-solving skills and ability to support customers with varying technical aptitudes.
• Pleasant phone voice and empathy.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Document customer contacts accurately using Salesforce.
• Manage open cases and ensure follow-ups to meet department SLAs.

Skills

Communication skills

Problem-solving skills

Customer service skills

Job description

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Primary Talent Partners has numerous seasonal openings for Technical Support Representatives to join our educational software client. These contracts are through the end of September and require candidates who can work 40+ hours a week through the duration of the project.

Pay: $17.50/hr;W2 contract, no PTO, no Benefits. ACA-compliant supplemental package available for enrollment.

Schedule:Working hours for this team are 8:00am - 8:00pm ET Monday-Friday.

Job Description:
The Digital Product Support Advocate role makes a difference for learners and educators across the world. Our team needs individuals with new ideas who connect with people in innovative ways. How can you make an impact? The next generations of our products are delivering engaging, adaptive, and personalized learning experiences to optimally support every learner. We have an opening for a Digital Product Support Advocate working remotely. This is all in support of our mission to re-imagine learning for millions of students and learners worldwide.

We’re looking for someone with:
• Excellent communication skills - verbal and written.
• Advanced problem-solving skills and ability to support all levels of customer technical aptitudes. For example: You may interact with a very technically savvy customer or a customer that is not as tech savvy that may require more patience and direction.
• Have a pleasant phone voice, exhibit excellent customer service skills, empathy, and patience. Must meet the following technical requirements:
• Internet service with a minimum download speed of 10 MBPS; not satellite and not cell service.
• Ethernet cord plugged into your PC and into your modem, no Wi-Fi or hotspots.
• Understanding of various operating system including Chrome OS, Mac OS, iOS and Windows 10/11, able to navigate common browsers Chrome, Safari, Firefox and Edge, and have a general understanding of basic browser troubleshooting (such as clearing cookies and cache).
• Previous experience working remote is preferred but not required.

What can you expect from the position?
• Respond to customer inquiries via phone, email, and chat. This requires internal interactions with Sales Reps and external interactions with teachers, district/school administrators, students, and parents.
• Resolve inquiries by answering questions on software or online products utilizing skills such as guiding customers through online applications.
• Document customer contacts and details completely and accurately using Salesforce; following established processes and procedures.
• Actively manage open cases/tickets and ensure that all necessary follow-ups are completed to provide resolution to meet department SLA’s.
• Perform basic investigative, troubleshooting, and triage procedures as part of P1 escalation issues.

Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at [e-mail]

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Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Education Administration Programs

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