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Technical Support Representative

Company: Kelly Services
Location: Great Falls
Posted on: February 16, 2019

Job Description:

Our Technical Support Advisors provide support to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues. This is a performance based organization where all calls are recorded, monitored, and reviewed on a daily basis. You will be responsible for support of Computers and Operating Systems, tablets, MP3 players and other technical devices.Perks of joining KellyConnect:- Paid training at $12-$14/hr- After 90 days Advisors are eligible for a one-time $500 Training completion bonus and $250 performance bonus- Advisor earning potential of $15-$17/hr- Explosive growth opportunities into departments such as Leadership, Quality Assurance, and TrainingDuties and Tasks/Essential Functions:- Interact with customers in response to inquiries, concerns, and requests about products and services- Gather customer/product information and determine the issue by analyzing the symptoms- Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more- Research using available resources, including article database systems- Complete required training to stay current with system information, changes, and updates- Participate in frequent 1:1/classroom video coaching sessions with leadership- Exemplary attendance and punctualitySkill and Knowledge Qualifications:- Proper phone and chat etiquette, including using client verbiage and positive positioning- Ability to speak and type clearly and accurately, using proper grammar- Ability to multitask between customer calls and logging of case notes- Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance- Experience with mobile devices (mp3 players, tablets, smartphones)- Ability to empathize with customers, making them the primary focus of your actions, then tailoring communication to each caller- Openness to constructive coaching and ability to implement performance objectives- Willingness to work evenings, weekends, and holidays- Ability to adjust to constantly-changing technology, processes, and team structures- Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to others and to the organization.- Sets high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasksConditions of Hire:- High School Diploma- 18 years or older- Minimum 6 months customer service experience- Must provide phone and internet services and quiet work environment, as position is virtual#KellyConnect Associated topics: assist, assistance, client, information technology analyst, service, support analyst, technician, technician i, technician ii, technology

Keywords: Kelly Services, Great Falls , Technical Support Representative, IT / Software / Systems , Great Falls, Montana

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