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VIPdesk Connect · 1 month ago

Technical Customer Service Representative (Remote)

United States

Full-time

Remote

Entry Level

$16/hr - $16/hr

1+ years exp

VIPdesk Connect is a certified B-Corp and women-owned corporation committed to team member happiness. The Technical Customer Service Representative is responsible for delivering world-class customer service and technical support to clients’ customers, focusing on parenting and infant wellbeing products via various communication channels.

Customer ServiceLoyalty ProgramsMessagingOutsourcing

Responsibilities

Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, and email with phone as the primary focus and channel

With a high level of expertise, positive energy, and a can-do spirit, represent a diverse lineup of products and brands committed to customer service excellence

Create positive customer touchpoints via phone, chat, e-mail, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy

Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines

Assist with device installation, app setup, and configuration

Conducts initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration and escalating complex problems to higher support levels when necessary

Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies

Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, productivity, etc

Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace

Qualification

Technical troubleshootingCustomer service experienceIOSAndroid supportEffective communicationEmpathyDetail-orientedAdaptability

Required

1+ years of demonstrated experience and success in customer service

High School diploma or equivalent

Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the with the ability to learn new technology quickly

Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics

Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS or chat

Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges

Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals

Able to accurately document customer interaction details with limited errors

A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, DUAL monitors, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time

Currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI