Tech Support Operator

Connect America

43d•Remote

About The Position

The Operator is a member of the Technical Support Call Center team. S/he is responsible for: maintaining and promoting welcoming and serving subscribers, customer service callers, installers and vendors in a courteous, efficient and friendly manner. As part of this job, this individual is required to: demonstrate excellent computer skills; accurately handle and document information; while demonstrating a friendly, outgoing, energetic and service oriented demeanor. The position also always requires outstanding phone etiquette skills and a smile in your voice. The person suited for this position will possess exemplary typing skills, ability to multitask, keep one’s composure under demanding situations and be able to think independently and intuitively to the events happening at any given time.

Requirements

Must be able to work all shifts- mornings, afternoons, nights, weekends, & holidays with varying schedules to accommodate other employees’ schedules if required.
Must be able to sit/stand for long periods of time.
Long hours sometimes required.
Must be able to maintain accuracy and efficiency of data entry in fast-paced situations.
Must be effective at listening to, understanding and clarifying concerns and issues raised by team members, subscribers, installers and other callers.
Must be able to convey information and ideas clearly, both oral and written.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
High School Diploma required
Excellent Computer Skills
Customer Service Skills
2+ years Call Center experienced preferred
Background checks are required

Nice To Haves

Bilingual (Spanish/Russian/Chinese) preferred

Responsibilities

Provide Technical Support for Connect America Personal Emergency Response Devices
Provide immediate support to subscribers
Follow specific protocols for technical assistance
Facilitate all installation and troubleshooting with subscribers and service providers
Maintain regular attendance in compliance with Connect America’s standards, as required by scheduling, which will vary according to the needs of the departments, subscribers, installers and other callers we serve.
Maintain high standards of personal appearance and grooming, which includes a clean & pressed business wear when working.
Understand and maintain working knowledge of call handling system and all reporting, protocols, training associated to it.
Always comply with all Connect America’s standards and regulations to encourage safe and efficient operations.
Comply with all HIPPA confidentiality regulations and standards.
Fulfill scheduled shifts promptly, appropriately and come prepared to shift responsibilities if necessary.
Complete all side work as assigned.
All other assigned tasks by Supervisor, Shift Leader, Manager or Connect America Leadership Team.