Part Time Technical Service Representative 1

Armstrong Group • Butler, PA

1d

About The Position

The Technical Service Representative role is a part-time position focused on resolving customer inquiries via telephone and supporting various platforms. The successful candidate will handle internet and telephone troubleshooting, support email platforms, and manage work orders and tickets. This role requires strong organizational and time management skills, the ability to multitask efficiently, and adherence to escalation policies. The position also involves troubleshooting wired and wireless networks and meeting specific Key Performance Indicators (KPIs) for call handling and quality.

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
• Ability to work independently and as part of a team
• Ability to work with patience and courtesy, even during challenging customer interactions
• Ability to communicate effectively; both verbally and in writing
• Thinking quickly and logically to ensure expedient responses to customer inquiries
• Must complete applicable training
• Display strong organizational and time management skills
• Ability to multi-task efficiently and effectively
• Adhering to our established escalation policy
• 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

Benefits

• Equal Opportunity Employer

What This Job Offers

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