Technical Support Reps (remote)$16.50 – $17.33 an hour

Kelly Connect



Our support representatives provide customer service to resolve technology challenges through a series of troubleshooting activities and knowledge-based research in a virtual call center environment.

What Your Virtual Work Environment Looks Like

  • A private workspace with locked door in your permanent residence
  • Quiet environment free of background noise and interruptions
  • A secure workspace free from cell phones/video devices
  • Arrangements for dependent care and other obligations

What You’ll Love About Us

  • Starting pay of $16.50 with increased compensation to $17.33 within first 60 days of production (Based on performance and attendance metrics)
  • Earning potential up to $19.83 after successful advancement through second level queues
  • Options for medical, dental, and vision coverage.
  • Explosive growth opportunities with 99% of promotions internally, opportunities to join our Quality Assurance, Training and Leadership teams

What We’ll Love About You

  • Regular, consistent, and punctual attendance
  • Must be able to work a full-time schedule, 38 hours a week at minimum, including nights, weekends, holidays, variable schedule(s) and overtime as necessary
  • Must be able to work a shift between the hours of 8am – 1am ET. Your shift will be determined based on business need and will be confirmed at the time of offer
  • Must be able to work in a fast paced, structured, dynamic environment and high transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers
  • Possess a strong work ethic with a stable work history
  • Great communication skills
  • Desire a long-term career with growth
  • Openness to feedback and willingness to improve
  • Familiarity with iOS and/or MacOS, or comparable technology, is preferred

Responsibilities

You’ll interact with up to 5 customers at a time using various media channels; those channels may include inbound calls, inbound chats, or outbound calls, as dictated by business need. You will be expected to start by supporting the level 1 queue and quickly enhancing your skillset by supporting more advanced queues. These enhanced skill sets will take place within 30-60 days of employment. Further skillset enhancements into second level support may be required based on business needs.

  • Locating music, apps, and movies on various devices
  • Billing issues
  • Fraud management
  • Product feature inquiries
  • Resolving username and password difficulties
  • Troubleshooting email, wi-fi connectivity and web browser issues
  • Navigating customers through various apps
  • Data back-up, sharing & synchronization troubleshooting
  • Verifying proper hardware and software configuration and set up
  • Diagnosing and resolving issues including internet connectivity, email, application downloads, and more

Qualifications

  • High School Diploma or GED
  • Must be 18 years or older except where prohibited by law
  • Minimum 6 months of customer service experience
  • Legal authorization to work in the US
  • High speed internet services

To apply for this job please visit www.workforkellyconnect.com.

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