Technical Customer Support Representative - Onsite

Teleperformance•Brownsville, TX

3d•Onsite

About The Position

This onsite position in Brownsville, Texas serves as a primary point of contact for clients and provides front-line, first-level technical assistance for client-specific high-speed internet services and devices. The representative manages inbound and outbound communications, troubleshoots connectivity, performance, operating system, PC, browser, and device issues, and works to resolve customer problems promptly and deliver a positive customer experience. The role uses web-based tools and a trouble-ticket system in a fast-paced, customer-facing environment.

Requirements

High school diploma or equivalent.
At least 6 months of customer service experience.
Must be at least 18 years old.
Ability to type at least 25 words per minute.
Comfort with desktop computer systems and general knowledge of Windows-based systems.
Ability to follow established procedures and maintain a customer-service-driven approach.
Ability to collaborate effectively with team members, supervisors, and support departments.
Strong communication, listening, analytical, organizational, and problem-solving skills.
Ability to prioritize tasks and work well under pressure while remaining focused.
Ability to work within a structured schedule that includes a variety of shifts.
Critical thinking and a proactive, solution-oriented approach.

Nice To Haves

Customer service and/or sales experience.
College degree.

Responsibilities

Provide front-line, first-level technical assistance for consumers using client-specific high-speed internet services.
Support customer needs related to client-specific internet services and devices, including troubleshooting, triage, and appropriate resolution techniques.
Troubleshoot internet connectivity and performance issues, including in-scope operating system, PC, and browser configuration issues.
Resolve technical problems in a fast-paced, customer-facing environment and resolve customer issues on the first call whenever possible.
Open and manage trouble tickets for user, data network, and operating system issues.
Demonstrate product knowledge and solve customer issues.
Communicate with customers patiently, courteously, and in a friendly manner while maintaining a positive attitude.
Complete work assignments within expected time frames and adhere to assigned work schedules.
Follow management directives and comply with TP policies.