About skillspath
skillspath is a global leader in delivering innovative customer experience solutions across a wide range of industries, including technology, finance, healthcare, and retail. With a commitment to excellence, skillspath empowers its clients to transform how they interact with their customers, leveraging cutting‑edge tools, data‑driven insights, and a people‑first philosophy. Our mission is to create meaningful connections that drive loyalty, satisfaction, and long‑term business success. As a fast‑growing organization, skillspath invests heavily in employee development, offering clear pathways for career advancement, continuous learning, and personal growth.
Why This Role Matters
In today’s hyper‑connected world, customers expect swift, accurate, and friendly support at every touchpoint. As a Customer Service/Technical Support Representative based in Deltona, FL, you will be the frontline ambassador for skillspath, ensuring that every interaction reflects our brand promise of reliability, empathy, and expertise. This position blends traditional customer service duties with technical troubleshooting, giving you a dynamic workday that challenges your problem‑solving abilities while allowing you to build lasting relationships with customers.
Position Overview
We are seeking an enthusiastic, detail‑oriented professional to join our on‑site team in Deltona, FL. The successful candidate will handle inbound and outbound communications, resolve technical issues, and provide product guidance—all while maintaining the highest standards of professionalism and customer satisfaction. This role offers a competitive hourly wage of $18 per hour and the opportunity to grow within a supportive, collaborative environment.
Key Responsibilities
- Respond promptly to customer inquiries via phone, email, and chat, delivering clear, courteous, and accurate information.
- Diagnose, troubleshoot, and resolve technical problems related to skillspath’s suite of products and services.
- Document each interaction in the CRM system, ensuring all details are captured for future reference and analysis.
- Escalate complex issues to senior technical teams while maintaining ownership of the case until resolution.
- Identify patterns in customer feedback and proactively suggest process improvements to enhance service quality.
- Collaborate with cross‑functional teams—including sales, product development, and quality assurance—to provide a seamless customer experience.
- Meet or exceed established performance metrics such as first‑call resolution, average handling time, and customer satisfaction scores.
- Participate in regular training sessions, knowledge‑base updates, and team meetings to stay current on product changes and industry best practices.
- Promote skillspath’s services and upsell when appropriate, contributing to revenue growth while maintaining a customer‑centric approach.
- Adhere to all company policies, data privacy regulations, and compliance standards in every interaction.
Essential Qualifications
- High school diploma or GED required; associate or bachelor’s degree in a related field is a plus.
- Minimum of 1–2 years of experience in a customer service or technical support role, preferably in a call‑center environment.
- Strong verbal and written communication skills, with the ability to convey technical concepts to non‑technical audiences.
- Demonstrated problem‑solving abilities and a methodical approach to diagnosing issues.
- Proficiency with common office software (Microsoft Office, Google Workspace) and familiarity with CRM platforms.
- Basic technical aptitude—experience with Windows, macOS, mobile operating systems, and common networking concepts.
- Ability to work a flexible schedule, including evenings, weekends, and holidays as needed.
- Excellent interpersonal skills, empathy, and a genuine desire to help customers.
- Reliable transportation to the Deltona, FL office and ability to work on‑site full‑time.
Preferred Qualifications
- Certification such as CompTIA A+, ITIL Foundation, or similar technical credentials.
- Experience with ticketing systems like Zendesk, ServiceNow, or Freshdesk.
- Multilingual abilities, especially Spanish, to serve a diverse customer base.
- Previous experience in a fast‑paced, high‑volume environment with measurable performance targets.
- Demonstrated track record of achieving or surpassing customer satisfaction (CSAT) goals.
Core Skills & Competencies
- Active Listening: Fully understand customer concerns before responding.
- Technical Acumen: Quickly grasp new software tools and troubleshoot hardware/software issues.
- Time Management: Prioritize tasks to handle multiple cases efficiently.
- Emotional Intelligence: Remain calm under pressure and manage difficult conversations with tact.
- Team Collaboration: Share knowledge and support teammates to achieve collective goals.
- Adaptability: Adjust to evolving processes, product updates, and shifting customer expectations.
Career Growth & Learning Opportunities
skillspath believes that investing in its people is the key to sustained success. As a member of our support team, you will have access to:
- Structured onboarding and mentorship programs that accelerate your proficiency.
- Continuous learning pathways, including online courses, certifications, and workshops.
- Clear promotion tracks—from Support Representative to Senior Technical Specialist, Team Lead, and eventually Management roles.
- Opportunities to cross‑train in related departments such as Quality Assurance, Training, and Product Management.
- Regular performance reviews with personalized development plans.
Compensation, Perks, & Benefits
While the base hourly rate is $18 per hour, skillspath offers a comprehensive benefits package designed to support your well‑being and future security:
- Health, dental, and vision insurance with multiple plan options.
- Paid time off (PTO) and paid holidays, including flexible holiday scheduling.
- 401(k) retirement plan with company matching contributions.
- Employee assistance program (EAP) for mental health and personal counseling.
- Life and short‑term disability insurance.
- Employee discount programs for technology, travel, and entertainment.
- Recognition awards and performance‑based bonuses.
- On‑site amenities such as break rooms, snack stations, and a comfortable work environment.
Work Environment & Culture at skillspath
Our Deltona office is a vibrant, collaborative space where teamwork and innovation thrive. Key cultural pillars include:
- Customer‑Centricity: Every decision is guided by the goal of delivering exceptional experiences.
- Inclusivity: We celebrate diverse backgrounds, perspectives, and ideas.
- Continuous Improvement: Feedback loops and data‑driven insights shape our processes.
- Recognition: Achievements are celebrated through awards, shout‑outs, and career milestones.
- Work‑Life Balance: Flexible scheduling and supportive management help you maintain personal well‑being.
How to Apply
If you are ready to join a forward‑thinking organization where your contributions directly impact customer happiness and business growth, we want to hear from you. Click the link below to submit your application, attach your resume, and share a brief cover letter highlighting why you are the perfect fit for this role at skillspath.
Take the next step in your career with skillspath—where your talent meets opportunity.
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