VIPdesk Connect Remote Technical Customer Service Representative

Work Based At Home; Georgia (VT); Remote; USD 10,000 - 60,000; Full time

Job description

VIPdesk Connect Remote Technical Customer Service Representative

September 26, 2024

Description

VIPdesk Connect is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. At VIPdesk Connect, we are passionate about delivering “more human” customer service. Our core values are central to how we do business. That’s why we have partnered with some of the world’s best iconic brands to provide an elevated customer experience. The Technical Customer Service Representative is responsible for providing an authentic, world-class customer experience for our clients’ customers via phone, email, and chat with the phone as the primary focus and channel. This position requires an empathetic, action-oriented, and flexible problem-solver to provide an elevated and personalized customer service experience that supports and reinforces brand standards—always with a focus on providing best-in-class customer service. This is a remote, work-at-home position.

What You’ll Do

• Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, and email with phone as the primary focus and channel.
• Represent a diverse lineup of products and brands committed to customer service excellence.
• Create positive customer touchpoints via phone, chat, e-mail, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy.
• Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines.
• Assist with device installation, app setup, and configuration.
• Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration, and escalating complex problems to higher support levels when necessary.
• Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies.
• Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace.

What You’ll Need

• 1+ years of demonstrated experience and success in customer service.
• High School diploma or equivalent.
• Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the ability to learn new technology quickly.
• Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics.
• Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS or chat.
• Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals.
• Able to accurately document customer interaction details with limited errors.
• Can type at least 35 WPM with proper spelling and grammar.
• A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements.
• Currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI.

Preferred Qualification

• Experience in a virtual contact center environment.
• Experience with troubleshooting apps on both iOS and Android platforms preferred.

Training Requirement

Virtual training starts October 17, 2024, from 12pm–7pm ET, Monday–Friday. Training is paid.

$16.00 per hour for a Technical Customer Service Representative, Level 1.

Our benefits package for full-time team members includes medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insurance.