Company : ABC Fitness Solutions
It’s fun to work in a company where people truly BELIEVE in what they’re doing!
We’re committed to bringing passion and customer focus to the business.
Job Description
INTRODUCTION:
We are seeking a talented individual to join our team as an Engagement Technical Support Agent. This position is directly responsible for handling the inbound/ outbound calls and emails while providing quality service to customers and members. In the form of troubleshooting and answering questions for the Ignite Engagement App.
WHAT YOU’LL DO:
- Responsible for taking inbound calls and emails directed from the queue.
- Responsible for creating and noting an incident ticket for each call and email.
- Responsible for reviewing reported issues and answering client questions.
- Maintain individual standards:
a. Minimum Email Handle Time Average: 10 Min or below
b. Minimum Average Case Closing: 30 cases or above if volume permits.
c. Minimum Schedule Adherence: 92% or above
d. Attendance: 2 or fewer Occurrences a Month
e. Incident Audits: 90% Above
- Maintain department standards.
- Complete special projects as assigned.
- Perform other duties as assigned by the manager or management.
- Regular and reliable attendance is required.
WHAT YOU’LL NEED:
- High school diploma or equivalent
- Must be able to type 40 WPM.
- 2+ years’ experience in a technical support call center or equivalent
- Work-from-home experience beneficial
- Bilingual language skills a plus (Spanish/English or French/English)
- Ability to problem solve/troubleshoot using deductive reasoning skills in a timely manner.
- Must have excellent verbal and written communication skills.
- Able to communicate direction accurately and effectively with other departmental staff members both verbally and in writing.
- Must have excellent listening skills.
- A working knowledge of Apple IOS and Android IOS
- Ability to multi-task in a fast-paced environment
- Self-motivated and dependable
- Flexibility and adaptability to frequent change
WHAT’S IN IT FOR YOU:
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Time Off – with our open PTO policy, you pick when you want time off when it’s best for you!
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Fitness Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.
- Medical/Dental/Vision coverage
- EAP – we get you help when you need it. Period.
- Calm App +4 – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! – so many benefits we couldn’t even fit them all here!
Please note that the salary information shown below is a general guideline only and based on employees in the United States and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for U.S. based candidates for this position is $18.00-$22.00 USD hourly. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses.