Tier II Tech Agent

Employer
Pole To Win
Location
Baltimore, MD
Posted
Oct 13, 2017
Closes
Oct 16, 2017
Function
Accountant, IT
Industry
Other
Hours
Full Time
Pole To Win is expanding our Customer Service team. To be a Tier II - Customer Service Advocate at Pole To Win, you must have a steadfast desire to provide exceptional customer service with every customer interaction. Our customer service team provides customer assistance via voice, email, and chat interactions to customers around the world for a number of different product lines. We are devoted to giving our customers incomparable service by demonstrating exceptional listening, problem solving, common courtesies, empathy, and education every time we interact with them. DUTIES AND RESPONSIBILITIES: Providing customer support and technical issue resolution via email, phone and other electronic communications for escalated calls/emails. Identifying software and hardware issues, also user training issues and communicating this distinction of the three to customers and giving them solutions. Assisting customers with application installations; configurations; installation of software updates and network trouble shooting. Identifying, correcting or advising on operational issues in customer computer systems or clients product. Identifying trends in customer problems and provide clear feedback based on independent testing. Be able to craft chat responses to customers using proper grammar, punctuation, and spelling. Be able to handle multiple concurrent chat and email interactions while addressing frequent start and stops from incoming phone calls. JOB SKILLS: An uncanny ability to work through challenging and complex tasks while maintaining a friendly but professional, service oriented countenance required. Ability to demonstrate efficiency, care and concern for the customer throughout the interaction required. Exceptional written and verbal communication skills required. Verifiable work history required. References and stable work history required. Unwavering integrity required. Strong work ethic with a demonstrable ability to assimilate to new tasks quickly required. Candidates who do not value diversity need not apply. REQUIRED: Excellent computer skills required. Fluency in spoken and written English. Must have Good typing skills. Strong troubleshooting and problem solving skills. Must have experience with computer or software troubleshooting. Experience in handling highly technical escalated calls. Exceptional soft skills and ability to converse intelligently with high level IT Technicians. Strong multi-tasking ability. Post offer background check and drug test. PTW is proud to be an equal opportunity employer. This is a Full Time Contract Position with an 8 hour shift between 7AM and 8PM Eastern Time. Pay rate: $14.50/hr. Required Education: 2+ years of Technical Support Customer Service experience. Educated to Associate Degree level (Computer Science) and/or certification in A+, Net+, Security+. Required experience: 2+ years of Technical Support experience. Solid working knowledge of technical hardware, software, and network. Job Type: Contract