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About worksphere – Empowering People Through Exceptional Service
worksphere is a global leader in delivering world‑class customer experience solutions across a diverse range of industries, from technology and telecommunications to finance and healthcare. With a mission to “connect people, empower brands, and inspire growth,” worksphere invests heavily in its people, fostering an environment where every employee can thrive both professionally and personally. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering value to our clients and their customers.
Why This Role Matters
As a Customer Service & Technical Support Representative based in Longwood, FL, you will be the voice and problem‑solver for worksphere’s valued clients. You’ll handle inbound inquiries, troubleshoot technical issues, and provide friendly, accurate assistance that turns challenges into positive experiences. This position is a gateway to a rewarding career path within worksphere, where high performance is recognized, and advancement is encouraged.
Position Overview
Working on‑site at our Longwood operations center, you will join a dynamic team of service professionals dedicated to delivering top‑tier support. You will be responsible for both general customer service duties and technical troubleshooting, ensuring that every interaction meets worksphere’s high standards for quality, empathy, and efficiency.
Key Responsibilities
- Customer Interaction: Answer inbound calls, emails, and chat messages with a courteous and solution‑focused approach.
- Technical Troubleshooting: Diagnose and resolve hardware, software, and connectivity issues for a variety of products and services.
- Issue Documentation: Accurately log all interactions in the CRM system, capturing details that help drive continuous improvement.
- Escalation Management: Identify complex problems and route them to the appropriate tier‑2 or tier‑3 support teams while keeping the customer informed.
- Product Knowledge Development: Continuously update your understanding of the products you support through training modules, knowledge‑base articles, and peer collaboration.
- Quality Assurance: Adhere to worksphere’s quality standards, meeting or exceeding service level agreements (SLAs) for response time, resolution time, and customer satisfaction.
- Feedback Loop: Provide actionable feedback to product and operations teams based on recurring issues and customer sentiment.
- Team Collaboration: Participate in daily huddles, share best practices, and support teammates in achieving collective goals.
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 information in plain language.
- Demonstrated problem‑solving abilities and a patient, empathetic demeanor when dealing with frustrated customers.
- Basic proficiency with Windows and macOS operating systems, common office software, and web‑based applications.
- Ability to type at least 40 words per minute with high accuracy.
- Flexibility to work scheduled shifts, including evenings, weekends, and holidays as needed.
- Reliable transportation to the Longwood, FL location and willingness to be on‑site full‑time.
Preferred Qualifications
- Experience with CRM platforms such as Salesforce, Zendesk, or ServiceNow.
- Technical certifications (e.g., CompTIA A+, ITIL Foundation) or coursework in information technology.
- Multilingual abilities, especially Spanish, to serve a broader customer base.
- Previous experience in a fast‑paced, high‑volume support environment.
- Demonstrated track record of meeting or exceeding performance metrics.
Core Skills & Competencies
- Active Listening: Fully understand customer concerns before responding.
- Analytical Thinking: Quickly assess situations, identify root causes, and propose effective solutions.
- Time Management: Prioritize tasks to meet SLA targets while maintaining quality.
- Emotional Intelligence: Manage personal emotions and respond empathetically to diverse customer moods.
- Team Orientation: Share knowledge, support peers, and contribute to a collaborative culture.
- Adaptability: Thrive in a constantly evolving environment with new products, processes, and technologies.
Career Growth & Learning Opportunities
worksphere is committed to the professional development of its employees. As a Customer Service & Technical Support Representative, you will have access to:
- Structured Training Programs: Comprehensive onboarding, ongoing technical workshops, and soft‑skill development sessions.
- Mentorship & Coaching: Pairing with experienced senior agents and managers who provide guidance and career advice.
- Certification Support: Financial assistance for industry‑recognized certifications that align with your career goals.
- Clear Promotion Pathways: Opportunities to advance to Senior Support Specialist, Team Lead, Operations Supervisor, or specialized technical roles.
- Cross‑Functional Exposure: Projects with product, quality assurance, and analytics teams that broaden your business acumen.
Work Environment & Culture at worksphere
Our Longwood facility is designed to promote collaboration, comfort, and productivity. Highlights include:
- Open‑plan workspaces with breakout zones for brainstorming and relaxation.
- State‑of‑the‑art technology, including dual monitors, headsets, and a robust knowledge base.
- Regular team‑building events, wellness programs, and recognition ceremonies that celebrate achievements.
- A diverse and inclusive workforce where every voice is heard and respected.
- Transparent communication from leadership, with quarterly town halls and open‑door policies.
Compensation, Perks & Benefits
worksphere offers a competitive compensation package that reflects your skills and dedication:
- Base Pay: $18 per hour, with eligibility for performance‑based bonuses.
- Health & Wellness: Medical, dental, and vision coverage, plus a flexible spending account (FSA).
- Retirement Savings: 401(k) plan with company match.
- Paid Time Off: Vacation, sick leave, and paid holidays to support work‑life balance.
- Employee Assistance Program (EAP): Confidential counseling and resources for personal challenges.
- Learning Stipends: Annual budget for courses, conferences, or certifications.
- Transportation Support: Parking reimbursement or commuter benefits for the Longwood location.
How to Apply
If you are ready to join a forward‑thinking organization where your contributions directly impact customer satisfaction and business success, we encourage you to submit your application today. Please click the button below to begin the process. Our recruiting team will review your qualifications and reach out to qualified candidates for the next steps.
Join worksphere – Make an Impact Every Day
At worksphere, you are more than a support agent—you are a trusted advisor who helps shape the experiences of millions of customers worldwide. Our commitment to excellence, continuous improvement, and employee empowerment ensures that you will grow alongside a company that values your talent and ambition. Take the next step in your career journey and become part of a team that celebrates success, fosters innovation, and delivers outstanding service.
Apply today and start building a brighter future with worksphere!
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