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Technical Support Representative

Company: Kelly Services
Location: Newport News
Posted on: May 16, 2019

Job Description:

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 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


      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

          Why KellyConnect--?

          Each year, we find work for nearly 25,000 call center employees like you. We offer temporary,

          temporary-to-hire, and direct hire roles, for both traditional office and home-based assignments. And

          through Kelly's connections, from small- and mid-sized companies to 95 of the Fortune 100--- -we can

          open your job search to a new world of opportunities. You get a more flexible career, your way:

          choosing the positions you want, when and where you want to go, and always for competitive pay.

          Want more information? Visit kellyservices.com/contactcenter

          About

          Kelly Services--

          As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people

          around the world and have a role in connecting thousands more with work through our global network of

          talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter.Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,

          Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is

          committed to employing a diverse workforce. Equal Employment Opportunity

          is The Law.

Keywords: Kelly Services, Newport News , Technical Support Representative, IT / Software / Systems , Newport News, Virginia

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