Senior Technical Support Advisor
Job title: Senior Technical Support Advisor in USA at Anthology
Company: Anthology
Job description: DescriptionSenior Customer Service Advisor - Technical SupportRemote - USPay rate is $15 an hour. Full time with Benefits Work From HomeWe use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.We are hiring technical support positions for a new program in our virtual contact center network. In this role, you will not only be there to help customers with their account issues, but also provide them with exceptional service. Successful candidates should have experience working in a technical support role in a virtual contact center environment.The Opportunity:Position responsibilities:
Answering customer inquiries via phone, chat, and other electronic methods
Responding to customer requests for product information and assistance
Resolving customer service issues in a timely and professional manner
Utilizing computer technology to handle a high volume of calls
Working closely with team leads, supervisors and contact center managers to ensure customer satisfaction
Adhering to call script and call center policies
Managing customer interactions using provided Amazon Web Services (AWS) tools
Primary responsibilities will include:
Being a people person who enjoys talking to and assisting others and taking pride in providing quality service
Using your strong people skills to build a genuine connection with customers in a friendly and professional manner
Listening attentively to customer needs and concerns; demonstrating empathy while maximizing opportunity to resolve product, service, and technical issues
Navigating multiple applications and researching solutions with ease; troubleshooting medium to complex technical issues, while striving for one-call resolution
Providing customer support through the following channels: phone calls, chats, email and web tickets
Working in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers
Documenting information into web-based ticketing system
Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
Handling multiple job tasks at one time and escalating issues in a timely manner
The Candidate:Required skills:
Computer/Internet savvy, comfortable operating in several applications simultaneously
Strong technical acumen and problem-solving skills
Customer-focused mindset
Ability to work in a team environment with minimal supervision
Excellent written and oral communication skills, with strong customer service and interpersonal skills
We require 7 days/week availability. Schedules vary and will be discussed during the interview
Expertise in supporting MacBook, MacBook Air, MacBook Pro products
Expertise in supporting Personal Computers/Windows10/ Microsoft Office products
Strong record of achievement in terms of performance to goals/key success metrics
Must be at least 18 years of age
High School Diploma or equivalent combination of education and experience
Ability to take inbound (voice) phone calls in a conversation-heavy environment
Full professional proficiency in written and spoken English (equivalent to CEF C1 level or above)
Must reside within an approved state*
Preferred skills:
A stable employment history, with a minimum of one year at your most recent employer
Apple Certified MAC Technician (ACMT) Certification
Previous experience in the education industry and with e-learning technologies
Relevant technical certifications
Graduate of a computer science/technology degree program (Associates or higher)
Candidates able to provide their own equipment are preferred but the ability to provide your own equipment is not considered a requirement for the position
Personal Equipment Requirements:Operating System
Windows 10
Home, Pro, Pro for Workstations, Enterprise, Internet of Things (IoT) Enterprise, and Education
64 Bit
Latest Windows Updates
Processor RequirementsWindows
64-bit processor
1.5 GHz processor speed or faster
Minimum of 4 Core
Memory
At least 8 GB of installed RAM
Network protocols
IP version 4
Network Connection
Internet Requirement
Minimum Internet Requirement
Highspeed Internet Connection (Cable, Fiber, DSL)
WIFI Connection is permitted
The employee will be responsible for maintaining the required service and stability. A wired connection from the modem/router to the device will be required if service instability exists, no splits/gaps or usage of Wi-Fi bridges
Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point to point internet service
30 Mbps Download
15 Mbps Upload
100ms Ping or less
Jitter: 20 MS or less
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. *Additional minimum requirements may be stated on application.Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
Expected salary: $15 per hour
Location: USA
Apply for the job now!
Apply Now
Company: Anthology
Job description: DescriptionSenior Customer Service Advisor - Technical SupportRemote - USPay rate is $15 an hour. Full time with Benefits Work From HomeWe use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.We are hiring technical support positions for a new program in our virtual contact center network. In this role, you will not only be there to help customers with their account issues, but also provide them with exceptional service. Successful candidates should have experience working in a technical support role in a virtual contact center environment.The Opportunity:Position responsibilities:
Answering customer inquiries via phone, chat, and other electronic methods
Responding to customer requests for product information and assistance
Resolving customer service issues in a timely and professional manner
Utilizing computer technology to handle a high volume of calls
Working closely with team leads, supervisors and contact center managers to ensure customer satisfaction
Adhering to call script and call center policies
Managing customer interactions using provided Amazon Web Services (AWS) tools
Primary responsibilities will include:
Being a people person who enjoys talking to and assisting others and taking pride in providing quality service
Using your strong people skills to build a genuine connection with customers in a friendly and professional manner
Listening attentively to customer needs and concerns; demonstrating empathy while maximizing opportunity to resolve product, service, and technical issues
Navigating multiple applications and researching solutions with ease; troubleshooting medium to complex technical issues, while striving for one-call resolution
Providing customer support through the following channels: phone calls, chats, email and web tickets
Working in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers
Documenting information into web-based ticketing system
Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
Handling multiple job tasks at one time and escalating issues in a timely manner
The Candidate:Required skills:
Computer/Internet savvy, comfortable operating in several applications simultaneously
Strong technical acumen and problem-solving skills
Customer-focused mindset
Ability to work in a team environment with minimal supervision
Excellent written and oral communication skills, with strong customer service and interpersonal skills
We require 7 days/week availability. Schedules vary and will be discussed during the interview
Expertise in supporting MacBook, MacBook Air, MacBook Pro products
Expertise in supporting Personal Computers/Windows10/ Microsoft Office products
Strong record of achievement in terms of performance to goals/key success metrics
Must be at least 18 years of age
High School Diploma or equivalent combination of education and experience
Ability to take inbound (voice) phone calls in a conversation-heavy environment
Full professional proficiency in written and spoken English (equivalent to CEF C1 level or above)
Must reside within an approved state*
Preferred skills:
A stable employment history, with a minimum of one year at your most recent employer
Apple Certified MAC Technician (ACMT) Certification
Previous experience in the education industry and with e-learning technologies
Relevant technical certifications
Graduate of a computer science/technology degree program (Associates or higher)
Candidates able to provide their own equipment are preferred but the ability to provide your own equipment is not considered a requirement for the position
Personal Equipment Requirements:Operating System
Windows 10
Home, Pro, Pro for Workstations, Enterprise, Internet of Things (IoT) Enterprise, and Education
64 Bit
Latest Windows Updates
Processor RequirementsWindows
64-bit processor
1.5 GHz processor speed or faster
Minimum of 4 Core
Memory
At least 8 GB of installed RAM
Network protocols
IP version 4
Network Connection
Internet Requirement
Minimum Internet Requirement
Highspeed Internet Connection (Cable, Fiber, DSL)
WIFI Connection is permitted
The employee will be responsible for maintaining the required service and stability. A wired connection from the modem/router to the device will be required if service instability exists, no splits/gaps or usage of Wi-Fi bridges
Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point to point internet service
30 Mbps Download
15 Mbps Upload
100ms Ping or less
Jitter: 20 MS or less
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. *Additional minimum requirements may be stated on application.Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
Expected salary: $15 per hour
Location: USA
Apply for the job now!
Apply Now