Job Description
Overview
Are You Looking for What’s Next in Your Career?
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New You
Our support representatives provide customer service to resolve technology challenges through a series of troubleshooting activities and knowledge-based research in a virtual call center environment.
What Your Virtual Work Environment Looks Like
A private workspace with locked door in your permanent residence
Quiet environment free of background noise and interruptions
A secure workspace free from cell phones/video devices
Arrangements for dependent care and other obligations
Due to the nature of this role, you will be unable to care for others during your shift. Other individuals cannot be present in or heard from the workspace.
What You’ll Love About Us
Starting pay of $17.85 with increased compensation to $18.74 with successful advancement to level 2 (Based on business needs, performance, and attendance metrics)
Earning potential up to $21.45 after successful advancement through additional queues
Options for medical, dental, and vision coverage. More information regarding benefits can be found by visiting this website.
Explosive growth opportunities with 99% of promotions internally, opportunities to join our Quality Assurance, Training and Leadership teams
What We’ll Love About You
Regular, consistent, and punctual attendance
Must be able to work a full-time schedule, 38 hours a week at minimum, including nights, weekends, holidays, variable schedule(s) and overtime as necessary
Must be able to work a shift between the hours of 8am – 1am ET. Your shift will be determined based on business need and will be confirmed at the time of offer
Must be able to work in a fast paced, structured, dynamic environment and high transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers
Possess a strong work ethic with a stable work history
Great communication skills
Desire a long-term career with growth
Openness to feedback and willingness to improve
Familiarity with iOS and/or MacOS, or comparable technology, is preferred
Responsibilities
You’ll interact with up to 5 customers at a time using various media channels; those channels may include inbound calls, inbound chats, or outbound calls, as dictated by business need. You will be expected to start by supporting the level 1 queue and quickly enhancing your skillset by supporting more advanced queues. These enhanced skill sets typically take place within 60 days of employment. Further skillset enhancements into second level support may be required based on business needs.
Locating music, apps, and movies on various devices
Billing issues
Fraud management
Product feature inquiries
Resolving username and password difficulties
Troubleshooting email, wi-fi connectivity and web browser issues
Navigating customers through various apps
Data back-up, sharing & synchronization troubleshooting
Verifying proper hardware and software configuration and set up
Diagnosing and resolving issues including internet connectivity, email, application downloads, and more
Qualifications
High School Diploma or GED
Must be 18 years or older except where prohibited by law
Minimum 6 months of customer service experience
Legal authorization to work in the US
High speed internet services
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