Customer Service and Technical Support Representative (Remote)

Job details

Job TypeTemporarily remote (COVID-19)

Full Job Description

* * * We Are Hiring During Covid-19 for Remote (Work-from-Home) Positions * * *

The Customer Service and Technical Support Representative, we call Brand Ambassador, provides Tier 1 technical support with a friendly, human tone for a variety of consumer electronic brands with products ranging from market-leading gaming headsets to premium, professional microphones and recording products, and an award-winning lineup of portable Bluetooth speakers with 360° sound. The Brand Ambassador is responsible for problem resolution with a focus on creating customer loyalty and providing a positive customer experience. The Brand Ambassador uses his/her passion and knowledge of the clients’ brands to ensure an authentic and personal experience that promotes brand loyalty. The Brand Ambassador troubleshoots and resolves customer issues, taking ownership of the issues, and following through to solve problems while exercising patience and willingness to provide assistance for simple and complex inquiries with positive energy.

In addition to providing technical support, the Brand Ambassador also provides general customer service including order placement, order tracking, warranty returns, and product advice, and answers customer questions about products, client policies, and promotions on behalf of our clients.

This position is perfect for a problem-solver with customer service experience, a love for consumer electronics, and a desire to help others. Our training will provide in-depth knowledge of the products and programs; you bring your love for technology and go-getter attitude. Excellent communication skills, problem-solving abilities, and the desire to help others are a must.

Qualities of Brand Ambassadors:

Dynamic Communicators –With the voice of our clients, team members provide responsive, accurate, and authentic interactions. While resolving technical issues, they listen and simplify the complex, breaking down to make understandable to those less tech savvy.

Knowledgeable –Brand Ambassadors are constantly working on improving skills. When new products are released, they enthusiastically learn how to support new features, functions, and integrations to confidently resolve customer issues. No matter what the issue, no matter how complex, they are problem solvers who welcome and lean into challenges.

Human – Brand Ambassadors know how a message is conveyed is equally important as what is said. By putting themselves in another’s shoes, they focus on the customer’s experience and connect, human-to-human.

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

• Handle customer inquiries via all channels (phone, email, chat, SMS), providing appropriate solutions in a timely manner
• Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices, guidelines, and policies
• Escalate critical support issues following appropriate policies and procedures
• Retain and conveys deep knowledge and benefits of client’s products and troubleshooting techniques to continually provide effective support
• Accurately document customer interaction details with limited errors
• Embrace the commitment to customer service and nourish brand loyalty
• Attend and trainings as required to obtain new and pertinent information about clients and their products and services
• Meet or exceed program metrics including quality and customer satisfaction
• Other duties as assigned

Qualifications:

• HS Degree or equivalent required; Associate degree or some college preferred
• 1+ years customer service experience, experience in a virtual contact center a plus
• 6 months+ relevant experience in post-sales technical support
• Basic user knowledge of audio/wireless microphone systems, headsets, audio devices, and gaming systems a plus
• Excellent interpersonal skills; strong oral and written communication skills
• Proficiency with Microsoft Office suite of applications including Teams
• Able to type at least 35 words per minute with minimal errors
• Technically savvy with the ability to pick up new technology, processes, and procedures quickly
• Experience working with Bright Pattern or Zendesk (or a comparable customer service ticketing system) preferred
• Ability to adapt and respond to a diverse customer base with varying skills
• Ability to remain calm and professional under pressure
• Due to the home-based nature of this job, the Brand Ambassador is required to have a secure home-office environment, internet access, USB headset, webcam, router, modem, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time
• Able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
• Able to successfully pass a credit, criminal and employment reference security checks where permissible by state and local regulation
• Currently reside in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Maryland, Nevada, New Mexico, New Jersey, North Carolina, Ohio, Tennessee, Texas, Utah, Virginia, or Wisconsin

Training
New team members will attend training remotely via webcams from secure, noise-free, distraction-free home offices that meet our requirements. Training classes are held for 1.5 weeks, Monday to Friday, 11 am-5 pm ET. Learn more about our virtual training in our FAQs