Part Time Technical Service Representative 1

Armstrong Group • Butler, PA

2d

About The Position

The successful candidate must have the ability to work independently and as part of a team, demonstrating the ability to work with patience and courtesy, even during challenging customer interactions. Must have the ability to communicate effectively; both verbally and in writing, thinking quickly and logically to ensure expedient responses to customer inquiries. Must complete applicable training and display strong organizational and time management skills. The ability to multi-task efficiently and effectively, as well as adhering to our established escalation policy, are of paramount importance.

Requirements

• High school diploma or general education degree (GED) is required
• Advanced computer skills are required; proficiency navigating between multiple windows is necessary
• Strong typing, verbal and written skills are necessary for success
• Familiarity with desktop and mobile operating systems as well as security software packages
• At least 6 months of experience in a customer service, retail or helpdesk environment
• Strong communication skills; friendly attitude, active listener, articulate, self-assured and professional
• Motivated and dependable person with strong work ethic and a high degree of integrity
• Ability to quickly and effectively adapt to changes in the work environment
• Coachable person who is eager to learn new skills and take on new responsibilities
• Must have the ability to work flexible afternoon/evening weekday and/or weekend shifts

Nice To Haves

• Certifications or degrees preferred

Responsibilities

• Resolve customer inquiries over the telephone
• Proficient handling of internet and telephone troubleshooting inquiries
• Support email platforms including webmail, mobile devices, and software clients
• Accurately enter work orders and tickets as appropriate, including updating of customer accounts, including customer contact information
• Ability to troubleshoot wired and wireless networks including Plume and Armstrong streaming devices
• Meet or exceed CSR KPI targets: ATT, ACW, AHT, and FCR
• Meet or exceed A360 call quality program targets
• Use provided training materials and job tools to quickly and accurately resolve customer issues.
• Additional duties or responsibilities may be assigned as necessary
• Accept and process customer payments

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED