Kelly Services

999 West Big Beaver Road
48084-4782 - Troy UNITED STATES

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Technical Support Representative

Regular full time Customer Service

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 Training Duties 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 punctuality

Job Requirements

Skill 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 tasks Conditions 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

999 West Big Beaver Road
48084-4782 - Troy

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