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Job Category:


Customer Service


Pay:

TBD

Overview

The Asurion Part Time Messaging Expert position represents a unique and exciting opportunity at Asurion, where Experts will work part-time in a flexible schedule, providing exceptional customer service and technical expertise through electronic platforms such as Websites, Messaging or Email. Through these interactions, Asurion Experts deliver a remarkably human, delightfully simple, and actually helpful customer experience to our customers while  resolving issues with devices such as laptops, tablets, smart phones, and other consumer electronics.

The job: This flexible and dynamic role, gives Experts an opportunity that is structured unlike any other at Asurion, but like all Asurion Experts they will use various systems, applications, and tools to assist customers with device set up, education, and troubleshooting if a service or feature is inoperable. Experts will educate customers about device capabilities and wireless carrier data product offerings. The Expert will log customer data, including contact information, problem statement and resolution in appropriate tools, provide feedback to the organization on customer issues and may participate in focus groups to review and rate tools provided. They will engage with the customer to understand their technology and upsell protection/tech support solutions based on their needs.

The structure: The Part Time Messaging Expert will be responsible for creating a schedule that revolves around being active on the messaging platform when there is customer volume; Experts will be paid per messages that they resolve. They will also be eligible to receive hourly pay during “offline meeting times” which include, but are not limited to coaching, team meetings, and training. Experts will be required to physically work between 10 and 25 hours per week, or between 20 and 50 hours per pay period.

What you’ll be doing:

  • Providing a value-added experience with outstanding customer service to our customers while resolving issues related to their device(s)
  • Providing customers with logical trouble shooting steps to resolve operation issues
  • Resolving operational issues on customers’ devices, equipment, and/or connectivity
  • Offering Smart Home Support and other products to customers
  • Using knowledge-based systems and other tools to deliver technical support solutions
  • Assisting customers with device set up and device education
  • Proactively finding new technology trends and solutions for knowledge-based systems

If you’re a good fit for the job, you’ll be able to:

  • Offer customers a value-added experience with premier customer service
  • Quickly identify and resolve technical issues
  • Demonstrate empathy and assurance for the customers throughout the messaging interaction
  • Utilize tools and resources to solve technical problems in a fast paced, multitask oriented environment
  • Proactively adapt communication to the customers’ technical skill level
  • Take ownership, look for opportunities, and drive results
  • Consistently meet or exceed productivity, quality, and sales goals

Qualifications:

  • Deep proven working knowledge of multiple hardware platforms, operating systems including Windows, Android, Blackberry OS and, Apple IOS, wireless technology, wireless equipment and applications
  • Ability to analyze, diagnosis and resolve reported problems on hardware, software, OS, applications and device compatibility
  • Must be able to understand, identify, and offer new products and solutions based on customer needs
  • Strong decision making and problem-solving skills
  • Excellent computer skills
  • Exceptional customer engagement
  • Excellent interpersonal communication skills
  • Ability to retain detailed information needed to solve complex problems
  • Good organizational skills and the ability to handle multiple tasks
  • Comfort with web based tools and search engines
  • Adaptive to varying customer knowledge and skill levels (patience)
  • Seeks and attends ongoing training to improve service and learn new products and procedures
  • Adhere to all company security and compliance standards
  • Must have excellent verbal and written communication skills

Company Asurion

Website https://www.asurion.com/

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