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Seasonal Technical Customer Service Representative (Remote)

Location:  AR, AZ, FL, GA, IL, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, and WI; 100 % Remote

Seasonal Technical Customer Service Representative – Remote

VIPdesk Connect is a certified B-Corp, a women-owned US-based corporation, and a Best Workplace winner committed to delivering “more human” customer service. Our core values are central to how we do business and we have partnered with some of the world’s best iconic brands to provide virtual customer service solutions and provide an elevated customer experience.

The Seasonal Technical Customer Service Representative is responsible for providing an authentic, world-class customer experience for our clients’ customers via phone, email, and chat with the phone as the primary focus and channel. Your role is to handle customer care and technical support for a company focused on parenting and infant wellbeing. This includes providing services on their intelligent products and applications on iOS and Android platforms, providing information on products and offerings, processing purchase requests, sharing relevant policies, and managing escalated issues to resolution utilizing a variety of resources, tools, and information to navigate customer accounts, research, and review policies.

This remote position is a seasonal role working through the end of March 2024. 

What You’ll Do

  • Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, and email with phone as the primary focus and channel
  • Create positive customer touchpoints via phone, chat, e-mail, 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 current information about the brand, products, services, processes, and policies
  • Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, and productivity
  • 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.

What You’ll Need

  • 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 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 in all direct interactions
  • Respond positively to change, accept coaching and feedback, embrace and use new learning to accomplish complex or difficult challenges
  • Attention to detail and commitment to meeting quality standards
  • Able to accurately document customer interaction
  • 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 VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time
  • To be considered, you must reside in one of these states: AR, AZ, FL, GA, IL, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, and WI

Preferred Qualifications

  • Experience in a virtual contact center environment
  • Experience with troubleshooting apps on both iOS and Android platforms preferred
  • Working knowledge of customer service ticketing systems (i.e., Zendesk, Talkdesk)

Training & Shift Requirements

Virtual training will be held January 23 – February 2, 2024 from 12:00 PM – 8:00 PM ET, Monday – Friday.  Training is paid.

After successfully completing training,  assigned shifts will be scheduled between Monday – Friday from 10:00 AM ET to 10:00 PM ET and may require working one weekend shift per week.  The schedule may change based on business needs.

Compensation & Benefits

$15.00 per hour for a Technical Customer Service Representative, Level 1. Compensation will be in accordance with applicable local or state minimum wage regulations, which may exceed $15.00 per hour in certain locations.

Who We Are

At VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It’s why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and happiness.

VIPdesk Connect is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. Our individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of not only our culture but our reputation and the company’s achievement. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.

VIPdesk Connect, Inc. is proud to be an equal opportunity employer, M/F/D/V