About The Position
Join our Transcom Family as a Technical Support and Customer Service Representative at our Greenville, SC location! In this full-time employee role, you’ll support our client’s customers with their diabetes care devices. You'll help with technical issues, ordering supplies, insurance questions, and general product support. This role requires patience, empathy, and the ability to communicate clearly while handling multiple systems and tasks.
Requirements
- At least 18 years or older
- High School Diploma, or equivalent
- Able to successfully pass a criminal background check
- Reasonable driving distance to the Greenville, SC site
- Able to work onsite initially, and then move to a hybrid schedule, based on performance
- Able to work a full-time work week, with overtime opportunities, as needed
- Able to maintain 100% strict adherence to the assigned schedule
- Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)
- Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule
- Strong computer knowledge, including ability to accurately type at least 30 wpm
- Excellent English written and verbal communication skills
- Courteous and friendly with a high level of professionalism
- Willingness to follow procedures and adhere to policies
- Able to communicate information and ideas so others will understand and able to exchange accurate information in these situations
- Able to multitask applications while talking to customers on the phone
- Able to thrive in a fast-paced, time-pressured, dynamic work environment taking back-to-back calls
- Able to actively listen to customer needs and demonstrate empathy - this includes having problem sensitivity - solve customer problems and be sensitive to others while doing it
- Highly adept at working with a high frequency of conflict situations, as well as upset customers
- Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multitask, and concentrate in a prolonged setting
- Able to use your hands to handle, control, or feel objects, tools, or controls
- Secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift, this includes caring for someone else in the home.
- Home office must be a private room with a door and cannot be a shared office space.
- Monitor cannot face a window, if the office is on a ground floor.
- Home office must have a DSL, Fiber, or Cable Internet that is hardwired into a modem/router via Ethernet.
- Dial up, Wireless, Mobile Hotspot, or Satellite internet service cannot be used.
- Hardwired internet connection must meet the minimum speed requirements: Minimum download speed 20 Mbps, Minimum upload speed 3 Mbps, Ping less than 100 ms or less
Nice To Haves
- Previous call center experience, preferred
- Experience in a technical support role or troubleshooting with basic technical support knowledge, preferred
- Experience with diabetes, medical background, exposure to medical terms, preferred
Responsibilities
- Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
- Provide patience and empathy to callers that need support with time sensitive technical issues
- Provide patience and empathy to callers that need support with purchasing or obtaining their diabetes care device
- Comfortably navigate multiple applications to research solutions
- Multitask in systems while patiently providing step-by-step instructions with a focus on accuracy and timeliness
- Calmly provide conflict resolution and navigate frustrated customer situations with an aptitude for service-orientation and social perceptiveness
- Work independently with discipline and motivation to succeed in a call center environment where you work both onsite and hybrid from the comfort of your home
- Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers
- Work at a desk, wearing an approved wired headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environment
Benefits
- $17.00 per hour, starting pay rate
- Monthly performance-based incentives, potential
- Onsite in our Greenville, SC office, and then move to Hybrid from your Home Office (based on performance)
- Comfortable, climate-controlled office environment (no more being on your feet all day!)
- Paid Vacation
- Pay options to meet your needs: Daily Pay, Bi-Weekly Pay, Direct Deposit, and Pay Cards
- Health Benefits for you and your family, including medical, dental, vision
- 401(k) Investment options with employer match opportunities
- Employee Assistance Program
- Ability to develop your skills and grow your career
- An opportunity to work for a company passionate about people
- Career advancement
- Transcom provides you with the equipment needed for this position. The computer contains a built-in webcam that is required to be used for training and meetings.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
