Note: The job is a remote job and is open to candidates in USA. TP is a global provider of digital business services that helps brands optimize operations through technology and sustainable business practices. The Technical & Sales Support Representative serves as a primary contact for clients, providing first-level technical assistance, troubleshooting internet and device issues, managing support tickets, and delivering a positive customer experience.
Responsibilities
- Provide front line, first level, technical assistance for consumers
- Supporting Client specific high speed internet services delivering an exceptional customer experience
- Resolve technical problems, within a fast paced, customer facing environment
- Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting
- Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques
- Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration
- Demonstrate advanced product knowledge and he ability to solve customer issues
- Resolve customer issues on the first call as frequently as possible
- Open and manage trouble ticket system for user issues, Data Network, OS issues
- Be patient, courteous and friendly with customers at all times
- Demonstrate a positive attitude
- Address and solve technical problems in a timely manner and complete all work assignments within expected time frames
- Adhere to all work schedule assignments
- Abide by and support management directives and adhere to all TP policies
Skills
- Over 18 years of age
- A dedicated workspace located near your router to support a hardwired Ethernet connection (minimum 15 Mbps download/10 Mbps upload, ISP under 50ms)
- Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
- Proof of internet speed required
- HS Diploma or equivalent
- Comfort with desktop computer system
- Proven oral & written communication skills
- Familiarity with personal computers, operating systems, software, and computer terminology
- Demonstrated problem solving skills
- Ability to work independently and multi-task
- Process Excellence: Demonstrate commitment to following established procedures and be customer service driven
- Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals
- Communication: Outstanding communication, listening, and analytical skills
- Organizational Skills: Strong organizational and problem-solving skills
- Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused
- Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts
- Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making
- Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience
Benefits
- Eligible team members and their families may receive comprehensive health benefits, including medical, vision, and dental coverage.
- 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.
- A platform for limitless career advancement.
- Remote work from home arrangement.
Company Overview
Company H1B Sponsorship