Technical Support Specialist - Customer Care

Armstrong Group; Kentucky; On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Armstrong Group, a family-owned company, is seeking a customer service representative in Kentucky. The role requires independent work and teamwork, patience, courtesy, and effective communication.

You will resolve inquiries by phone, troubleshoot internet and telephone issues, enter work orders, process payments, and meet KPI targets. Training will be provided, and flexible afternoon/evening shifts may be required.

Qualifications

• High school diploma or GED required; certifications or degrees preferred.
• Advanced computer skills and ability to navigate multiple windows.
• Strong typing, verbal and written communication essential for success.

Responsibilities

• Resolve customer inquiries by telephone.
• Troubleshoot internet and telephone issues for customers.
• Support email platforms including webmail, mobile devices, and software clients.
• Accurately enter work orders and update customer accounts and contact information.
• Troubleshoot wired and wireless networks including streaming devices.
• Meet or exceed CSR KPI targets (ATT, ACW, AHT, FCR).
• Meet or exceed call quality program targets.
• Utilize training materials and tools to resolve issues quickly.
• Accept and process customer payments.

Skills

Communication skills

Typing speed

Advanced computer skills

OS familiarity

Ticketing systems

Teamwork

Education

High school diploma or GED

Tools

Ticketing system

Job description

Armstrong Group, a family-owned company, is seeking a customer service representative in Kentucky. The role requires independent work and teamwork, patience, courtesy, and effective communication.

You will resolve inquiries by phone, troubleshoot internet and telephone issues, enter work orders, process payments, and meet KPI targets. Training will be provided, and flexible afternoon/evening shifts may be required.