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Job Category:

Customer Service


Pay:

TBD

Overview

Our Technical support Advisors provide customer service to resolve technology questions, challenges and 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 coached on a daily basis. You will be responsible for support of computers, operating systems and mobile devices (smart phones, tablets, and MP3 players).

Perks of joining KellyConnect:

* Paid training at $12-$14/hr

* After 90 days Advisors are eligible for a one-time $500 tenure 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:

* 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

Skill and Knowledge Qualifications:

* 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 during customer calls (logging of case notes using tools provided)

* Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance

* Experience with mobile devices (smartphones, tablets, mp3 players)

* 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 improvement recommendations

* Willingness to work evenings, weekends, and holidays

* Ability to adjust to changes in 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:

* 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

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