Technical Support Agents (Temp Work at Home) in Pittsford, Telecommute, NY


Concentrix Posted: 2021-04-14

Pittsford, Telecommute, NY 14534

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Technical Support Agent - $14.00 an hour - Temp Work at Home positions...We supply all equipment*

A Pearson Technical Support Agent will provide problem resolution for all Mojo customers. Support is provided to any customer with a Mojo subscription but may also include providing support for other Higher Ed products they are using. Technical Support agents create and maintain positive customer relationships through high quality support. They are expected to accurately and efficiently resolve customer queries, gather information, and document all interactions appropriately within our customer relationship management tool.

A Pearson Technical Support Agent is responsible for working with the customer to diagnose the issue by utilizing critical thinking and active listening skills and all available resources (including escalation paths) to identify an appropriate solution and ensure customer satisfaction. The agent will manage the end to end process with the customer, seeing the issue through to resolution.

The agent is also expected to recognize and raise any trending issues they identify that could become volume drivers.

KNOWLEDGE/SKILLS/ABILITIES

Highly developed customer service skills related to customer satisfaction and customer communication
Quick learner with excellent problem solving and critical thinking skills
Technically minded, including:
A working knowledge of current and older versions of Windows, MAC, current and older versions of iOS, Android, and Chromebook mobile devices
Experience troubleshooting issues with Windows and Mac desktop
Experience troubleshooting issues with browsers (Edge, Chrome, Firefox, and Safari), plug-ins, pop-up blockers, and Internet connections
Knowledgeable and proficient with Internet usage, terminology, and protocols
Excellent communication skills, both written and verbal, are essential. Ability to clearly explain directions to customers is key. Patience is also very important.
Ability to ask probing questions and listen for key clues to quickly identify and resolve the customer’s issue via all contact methods (phone, chat, email)
Ability to work under pressure in a high call volume environment - must be able to multi-task and prioritize
Ability to accurately, and efficiently document customer interactions within our Customer Relationship Management software.
Salesforce CRM experience is strongly preferred
OTHER REQUIREMENTS

Physical requirements; sedentary work requiring typing, hearing, speaking, extensive reading and repetitive motions
Ability to work overtime as needed
Ability to work from home in an uninterrupted/quiet space
Ability to work well under pressure with heavy phone/chat volume
Must be able to work in a remote team environment and communicate effectively with peers via chat
Reliable attendance and punctuality are critical to successful performance
Meet individual quality and CSAT goals on a monthly basis
Consistently meet role-specific Key Performance Indicators (KPIs)
Formal education or equivalent: High School diploma. Some college preferred.
2 years of technical service experience (troubleshooting issues with browsers, plug-ins, and Internet connections, on PC, Mac, tablets and mobile devices).


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