Chat/Phone Support Specialist - Remote

Inktel Contact Center Solutions•Orlando, FL

2d•Remote

About The Position

The Chat/Phone Support Specialist will be responsible for providing customer support through live chat and phone. This role requires staying informed about product specifications, maintaining a positive demeanor, and demonstrating high standards for quality service. The specialist will work with the quality and training team to manage performance expectations and maintain open communication with their team lead, quality advocate, trainer, and manager for support and personal development. Maintaining business acumen, courtesy, and professionalism when dealing with all client contacts is essential. The role involves utilizing email communication templates, maintaining a proprietary call center database by accurately entering information and documenting client interactions, and adhering to schedules and deadlines. Strict adherence to key performance indicators (KPI) and quality goals set by management is required, with an expectation to strive for exceeding them.

Requirements

High school diploma or equivalent.
1-2 years Call Center Experience preferably in a live chat environment.
Retail sales experience, preferably in an ecommerce environment.
Excellent Data Entry skills/- 45-55 wpm minimum.
Must be computer literate and internet savvy.
Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce).
Experienced in handling multiple chats at any given time.
Exceptional written communication skills; and high-quality standard in grammar, punctuation and written business acumen.
Professional, upbeat and engaging written communication.
Excellent oral communication skills: clear diction, tone and use of proper grammar.
Ability to deliver quality customer service in a high-volume environment.
Ability to develop relationships with clients, even in difficult situations.
Ability to advise and counsel customers in a quick and efficient manner.
Ability to multitask by reading, typing, and navigating through applications while speaking with customers.
Empathetic and active listening.
Positive outlook and enthusiastic attitude.
Conscientious team player.
Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required.
Dependable, a history of good attendance and punctuality is essential.
Proven track record of ALL of the following STRIVE values: Service, Tenacity, Responsibility, Integrity, Versatility, Entrepreneurship.
Minimum PC Requirements: CPU Speed (Dual Core 1.2 GHz or better, Intel Core i3 or AMD Ryzen 3 or better), Hard Drive (40 GB or more of available space, 100 GB or more of total space), Memory (8 GB or RAM or better is preferable), Operating System (Windows 10 Professional - No Macs or Chromebooks), Two (2) available USB 2.0 or greater ports.
Minimum Monitor and Accessory Requirements: Monitor (1280 x 1024 (SXGA) screen resolution, 1920 x 1080 (Full HD or 1080p)), USB Headset with Microphone (JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function), Camera (Integrated or USB Camera).
Minimum Software Requirements: Google Chrome (Latest version of Google Chrome for Windows).
Minimum Internet Connectivity Requirements: Standard Connection / Speed (Hard-wired connection (no wireless), Minimum 45 Mpbs download / Minimum 10 Mpbs upload, Internet connection must not be shared with more than 3 devices in the same location), Maximum Latency Threshold (120 milliseconds (ms)).

Nice To Haves

Experience in a live chat environment.
Retail sales experience, preferably in an ecommerce environment.
Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce).
Dual monitors may be required on some client programs.
Certain client programs may require specific versions of Microsoft Internet Explorer.

Responsibilities

Stay informed about product specifications and maintain a positive demeanor and patience with customers.
Demonstrate high standards for quality service.
Work in tandem with the quality and training team to self-manage performance expectations.
Maintain an open communication line with Team Lead/Quality Advocate/ the Trainer and the manager for support and personal development.
Maintain business acumen, courtesy and professionalism when dealing with all client contacts.
Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base.
Maintain proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately.
Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects.
Strict adherence to key performance indicators (KPI) as set by management.
Strive to exceed key performance indicators (KPI) and quality goals as outlined by management.