Job: Technical Support Representative

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Jobing Description

COLLEGE STUDENTS - WE'LL PAY WHILE YOU LEARN! NOW HIRING TECHNICAL SUPPORT! $3,000 Tuition Reimbursement for Full-time Team Members!



Are you a Computer Whiz? Someone who loves PC trouble shooting? Do you like helping people, but technology is your first love? Telvista, Inc. has immediate full-time and part-time openings for entry level Technical Support phone agents at our Dallas Call Center. We're a great company for students - will work with school schedules.



Apply now! https://telvista.silkroad.com/epostings/



Our Technical Support Reps take inbound calls from customers and answer questions about phone, internet and cable TV issues. Successful Tech Phone Agents have the following qualifications:



- Ability to troubleshoot and resolve customer issues

- Ability to utilize on-line resources to solve issues

- Ability to engage with customers while solving problems

- Ability to type 25 wpm

- Ability to talk and enter customer data at the same time



We offer a comprehensive benefits package, 401(k), paid training, paid time off, promotional opportunities and more!! We may work hard, but we also believe in having fun! Whether holding auditions for our own 'Telvista Idol' stars, competing for the best bowling champion, decorating for a Boo Fest, or simply enjoying birthday cake and ice cream, Telvista is a friendly place to work with a casual dress code! Come experience our state of the art facility and all the benefits of learning the call center industry. Your career is calling! Answer the call! Apply now!



About Us: Telvista is one of the leading call center outsourcers in North America and specializes in providing superior customer care solutions to Fortune 1000 companies. Our services include contact management, interactive voice response, web-based support, and many others. We deliver the brand promise of our clients by working with them to understand and apply the knowledge, behaviors, and values at the core of their success. We position our clients for success by delivering inbound contact center services that allow them to focus on their core business while maximizing profit. More information on Telvista can be found at http://www.telvista.com/about-telvista/



Job Summary: Troubleshoot via chat, email and phone customer problems with computer hardware and software issues as well as client specific equipment and applications by performing the following duties.



Essential Duties and Responsibilities include the following. Other duties may be assigned.

- Answers incoming inquiries, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.

- Asks effective questions and gathers information to determine source of problems and customer needs.

- Logs on/off customer care system and accesses account files.

- Enters alpha and numeric data via computer keyboard into an automated system accurately.

- Accurately captures all customer and issue related information in the proper database.

- Leads customers through documented process of fixing their software, hardware, or network problems.

- Uses product information, multiple client tools, client specific reference materials, scripting, advanced technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer problems.

- Stays current with latest technology changes.

- Provides support to Technical Support Representatives and takes escalated calls.

Supervisory Responsibilities: This job has no supervisory responsibilities.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

 

Skills / Requirements

Qualifications The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.

Education and/or Experience: Minimum high school diploma or equivalent. Six months customer service experience. One year certificate from technical school or one year related experience and/or training or equivalent combination.

Computer Skills: Ability to listen and respond while keying into automated system. Ability to thoroughly learn client-specific software and hardware (Windows or Mac environment). Able to accurately type 25 wpm. General technology knowledge, including the ability to describe in general terms: operating systems, basic internet navigation, hardware components, software, networking components (video, data, voice), peripherals, and email applications.

Language Skills: Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to effectively present technical information clearly and concisely.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to isolate root cause according to prescribed set of guidelines, matching solution to identified issues.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.



While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision.



Employee must maintain regular and acceptable attendance at such levels as determined at Telvista‚s sole discretion. The employee must be available and willing to work on-site and for such hours per day or hours per week as Telvista determines is necessary or desirable to meet its business needs.