Experienced Technical Customer Service Representative – Remote Customer Support for careerzynith
At careerzynith, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a certified B-Corp and women-owned corporation, we're committed to team member happiness and creating a supportive workplace where our employees can thrive. We're seeking an experienced Technical Customer Service Representative to join our remote team and provide world-class customer support for our clients' customers.
**About careerzynith**
careerzynith is a leading provider of customer experience solutions, partnering with iconic brands to deliver elevated customer experiences. Our core values are central to how we do business, and we're dedicated to creating a culture that cares. We believe brand loyalty is earned with every customer interaction, and we're committed to fostering a supportive workplace where our team members can connect with customers, human to human.
**Job Summary**
As a Technical Customer Service Representative, you'll be responsible for providing an authentic, world-class customer experience for our clients' customers via phone, email, and chat. You'll be the primary point of contact for customers, handling their requests and interactions with a high level of expertise, positive energy, and a can-do spirit. You'll utilize critical thinking skills to analyze information, provide accurate troubleshooting, and diagnose and resolve issues following best practices and guidelines.
**Key Responsibilities**
* Handle customer requests and interactions on behalf of careerzynith clients via phone, chat, and email with phone as the primary focus and channel
* Represent a diverse lineup of products and brands committed to customer service excellence with a high level of expertise, positive energy, and a can-do spirit
* Create positive customer touchpoints via phone, chat, email, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy
* Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines
* Assist with device installation, app setup, and configuration
* Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration and escalating complex problems to higher support levels when necessary
* Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies
* Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.
* Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace
**Essential Qualifications**
* 1+ years of demonstrated experience and success in customer service
* High School diploma or equivalent
* Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the ability to learn new technology quickly
* Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics
* Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS or chat
* Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges
* Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals
* Able to accurately document customer interaction details with limited errors
* Can type at least 35 WPM with proper spelling and grammar
* A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets careerzynith policies and maintenance requirements, including system upgrades as applicable, which may change over time
* Currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI
**Preferred Qualifications**
* Experience in a virtual contact center environment
* Experience with troubleshooting apps on both iOS and Android platforms preferred
**Training and Development**
Virtual training starts January 24, 2025, from 11:30 am–6:30 pm ET, Monday–Friday. Training is paid.
**Compensation and Benefits**
$16.00 per hour for a Technical Customer Service Representative, Level 1.
Our benefits package for full-time team members includes, but is not limited to, medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insurance.
**Work Environment and Culture**
At careerzynith, we believe in creating a supportive workplace where our team members can thrive. We're committed to fostering a culture that cares, where our employees can connect with customers, human to human. We believe in creating a workplace where our team members can innovate, be creative, and be happy.
**Equal Employment Opportunity**
careerzynith is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We're committed to creating a workplace where our employees can feel comfortable sharing ideas, and where we listen to one another. We believe in creating a workplace where our employees can grow and develop, and where we can achieve our goals together.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and want to join a team that cares, apply now!
Apply for this job
**About careerzynith**
careerzynith is a leading provider of customer experience solutions, partnering with iconic brands to deliver elevated customer experiences. Our core values are central to how we do business, and we're dedicated to creating a culture that cares. We believe brand loyalty is earned with every customer interaction, and we're committed to fostering a supportive workplace where our team members can connect with customers, human to human.
**Job Summary**
As a Technical Customer Service Representative, you'll be responsible for providing an authentic, world-class customer experience for our clients' customers via phone, email, and chat. You'll be the primary point of contact for customers, handling their requests and interactions with a high level of expertise, positive energy, and a can-do spirit. You'll utilize critical thinking skills to analyze information, provide accurate troubleshooting, and diagnose and resolve issues following best practices and guidelines.
**Key Responsibilities**
* Handle customer requests and interactions on behalf of careerzynith clients via phone, chat, and email with phone as the primary focus and channel
* Represent a diverse lineup of products and brands committed to customer service excellence with a high level of expertise, positive energy, and a can-do spirit
* Create positive customer touchpoints via phone, chat, email, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy
* Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines
* Assist with device installation, app setup, and configuration
* Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration and escalating complex problems to higher support levels when necessary
* Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies
* Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.
* Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace
**Essential Qualifications**
* 1+ years of demonstrated experience and success in customer service
* High School diploma or equivalent
* Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the ability to learn new technology quickly
* Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics
* Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS or chat
* Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges
* Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals
* Able to accurately document customer interaction details with limited errors
* Can type at least 35 WPM with proper spelling and grammar
* A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets careerzynith policies and maintenance requirements, including system upgrades as applicable, which may change over time
* Currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI
**Preferred Qualifications**
* Experience in a virtual contact center environment
* Experience with troubleshooting apps on both iOS and Android platforms preferred
**Training and Development**
Virtual training starts January 24, 2025, from 11:30 am–6:30 pm ET, Monday–Friday. Training is paid.
**Compensation and Benefits**
$16.00 per hour for a Technical Customer Service Representative, Level 1.
Our benefits package for full-time team members includes, but is not limited to, medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insurance.
**Work Environment and Culture**
At careerzynith, we believe in creating a supportive workplace where our team members can thrive. We're committed to fostering a culture that cares, where our employees can connect with customers, human to human. We believe in creating a workplace where our team members can innovate, be creative, and be happy.
**Equal Employment Opportunity**
careerzynith is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We're committed to creating a workplace where our employees can feel comfortable sharing ideas, and where we listen to one another. We believe in creating a workplace where our employees can grow and develop, and where we can achieve our goals together.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and want to join a team that cares, apply now!
Apply for this job