About the Role
The Tier 1 Technical Support Representative is a highly visible role that has a tremendous impact to the success of the Company. This role often is the first post-sale contact with the customer. The ideal candidate has a passion for the support experience and strives for continuous improvement of the Customer experience. Prior high tech or consumer electronic experience would be highly beneficial.
What you'll do
- Provide exceptional omni-channel (voice, chat, web and email) support to the Company's direct and retail partner customers
- Meet and exceed established KPIs and performance metrics
- Process product returns (RMAs) in accordance with current process and policy
- Effectively and efficiently manage ticket queues to comply with current SLA guidelines
What you’ll need to succeed
- High School diploma with prior work experience in hi tech or consumer electronic industry or Associate Degree preferred
- One to two years of experience as a technical support professional in a hi tech or consumer electronics industry
- Basic level of understanding of the concept and core principles of Knowledge Centered Support
- Understanding and adherence to Support / Operations Best Practices is a must
- Working knowledge of CRM and ticketing tools, specifically Salesforce Service Cloud
- Strong organizational and time management skills
- Professional written and verbal communication skills
- Must be able to work in a fast-paced environment with dynamic requirements and priorities
- Must be able to exercise judgement within defined procedures to determine appropriate action plans and resolutions
- Attention to detail and committed to managing problems through resolution
Job Type: Contract
Pay: $15.00 - $17.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- Overnight shift
- Weekends as needed
Application Question(s):
- What is your salary expectation per hour?
Experience:
- Consumer Electronic: 1 year (Required)
Ability to Commute:
- Irving, TX 75038 (Required)
Ability to Relocate:
- Irving, TX 75038: Relocate before starting work (Preferred)
Work Location: In person