Inbound Technical Support Representative - Call Center

Company: Kelly Services
Location: Richland
Posted on: February 14, 2020

Job Description:

Job Description

Our Technical Support Advisors provide support to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues. This is a performance based organization where all calls are recorded, monitored, and reviewed on a daily basis. You will be responsible for support of Computers and Operating Systems, tablets, MP3 players and other technical devices.

Perks of joining KellyConnect:

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• Paid training at $12-$14/hr
  
• After 90 days Advisors are eligible for a one-time $500 Training completion bonus and $250 performance bonus
  
• Advisor earning potential of $15-$17/hr
  
• Explosive growth opportunities into departments such as Leadership, Quality Assurance, and Training
  
  
  Duties and Tasks/Essential Functions:
  
  
  
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  • Interact with customers in response to inquiries, concerns, and requests about products and services
    
  • Gather customer/product information and determine the issue by analyzing the symptoms
    
  • Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more
    
  • Research using available resources, including article database systems
    
  • Complete required training to stay current with system information, changes, and updates
    
  • Participate in frequent 1:1/classroom video coaching sessions with leadership
    
  • Exemplary attendance and punctuality
    
    
    
    
    Requirements
    
    Skill and Knowledge Qualifications:
    
    
    
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    • Proper phone and chat etiquette, including using client verbiage and positive positioning
      
    • Ability to speak and type clearly and accurately, using proper grammar
      
    • Ability to multitask between customer calls and logging of case notes
      
    • Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance
      
    • Experience with mobile devices (mp3 players, tablets, smartphones)
      
    • Ability to empathize with customers, making them the primary focus of your actions, then tailoring communication to each caller
      
    • Openness to constructive coaching and ability to implement performance objectives
      
    • Willingness to work evenings, weekends, and holidays
      
    • Ability to adjust to constantly-changing technology, processes, and team structures
      
    • Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to others and to the organization.
      
    • Sets high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks
      
      
      Conditions of Hire:
      
      
      
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      • High School Diploma
        
      • 18 years or older
        
      • Minimum 6 months customer service experience
        
      • Must provide phone and internet services and quiet work environment, as position is virtual
        
        
        #KellyConnect
        
        Why KellyConnect--?Each year, we find work for nearly 23,000 call center employees. We offer temporary, temporary-to-hire, and direct-hire roles for both traditional office and home-based assignments. Our connections, from small- and mid-sized companies to 90 of the Fortune 100, can open your job search to a new world of opportunities. You get a more flexible careeryour waychoosing the positions you want, when and where you want to go, and always for competitive pay.About Kelly--At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.
        
        Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity Equal Employment Opportunity is The Law.

Keywords: Kelly Services, Richland , Inbound Technical Support Representative - Call Center, IT / Software / Systems , Richland, Washington