Job Description:
• Serve as a primary point of contact for clients through inbound and outbound communications
• Connect with customers via phone, email, chat, and/or social media
• Provide frontline, first-level technical assistance for consumers
• Resolve technical problems in a fast-paced, customer-facing environment
• Troubleshoot and resolve client service and device-specific issues, including Wi-Fi and internet connectivity
• Calmly resolve and de-escalate issues
• Escalate interactions when necessary and appropriate
• Respond to assistance requests and/or process payments
• Track call-related information for auditing and reporting
• Provide feedback on call issues
• Upsell when required
Requirements:
• High School Diploma or equivalent
• Minimum of 6 months of technical & customer service experience
• Must be 18 years of age or older
• Ability to type at least 25 words per minute
• Comfortable with desktop computer systems
• General knowledge of Windows-based systems
• Strong computer skills including system navigation, data entry accuracy, and typing proficiency
• Dedicated workspace located near your router to support a hardwired Ethernet connection
• Minimum internet speed of 25 Mbps download and 10 Mbps upload
• ISP under 50ms
• Internet connection cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
• Proof of internet speed required
• Must reside in one of the listed eligible states
• Customer service and/or sales experience preferred
• College degree preferred but not required
Benefits:
• Medical, vision, and dental health benefits
• Employment Assistance Programs
• Health and personal time off (HPT)
• Leave programs as eligible
• Competitive 401(K) plans
• Life insurance
• Supplemental medical coverage
• Critical care insurance
• Pet insurance
• FSA plans
• Retailer discounts
• Career advancement opportunities
• Inclusive and diverse workplace culture