Customer Service - Technical Support Representative - Ennis, TX - Ennis, Texas, United States - Full-time / Part-time

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Are you the one in the family that everyone goes to when their laptop is acting up? Usually find it's user error, and you are patient and ready to help regardless? No need to be the absolute computer guru, software or tax expert for this... we can teach you the skills. What we are looking for is your ability to pick up on technical concepts quickly... to be able to walk someone through how to use a software package... to be customer service oriented, friendly, and most of all yourself... the natural when it comes to computer-related issues.

TECHNICAL SUPPORT REPRESENTATIVE

Technical Support will primarily assist customers who have begun using the tax software or online product that need assistance navigating or trouble shooting issues they experience within the product. They will also primarily assist customers who have completed their taxes using this software and are at the stage of printing and filing their returns. Agents will be expected to trouble shoot hardware and software issues. This fulltime seasonal role will also help customers with product selection and purchase inquiries, updating of billing information and data entry. Assist customers with inquiries regarding product configuration, troubleshooting errors and other issues encountered during the installation / download procedures. Agents will also help customers who are working on their return with both product/software inquiries, as well as with tax software questions and calculations.

For this position, we offer a competitive pay starting at $10.50.

Key Behaviors:

• Ability to adhere to work schedules, as well as the flexibility to work overtime when needed.
• Making customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.
• Demonstrating a positive/understanding attitude in the face of difficult or challenging customer interactions. Having the ability to multi-task with multiple contacts at the same time.
• Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas.
• Proactively and quickly making sense of complex customer issues; responding effectively to complex and ambiguous situations; communicating complicated information simply.
• Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
• Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
• Consistently maintaining high levels of activity or productivity; sustaining long working hours when necessary; operating with vigor, effectiveness, and determination over extended periods of time.
• Setting high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks.
• Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable.
• Proven track record solving complex customer problems utilizing deep customer empathy in conjunction with numerical, abstract and verbal reasoning skills.

Required Experience/ Technical Skills:

• High school diploma or GED required; Some college preferred
• Ability to understand and apply knowledge of policies, process, procedures, confidentiality, business ethics, transaction flow, transaction scripts and documentation requirements.
• Ability to download products / applications using various browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome, Safari, etc.)
• Familiarity with operating systems including Windows OS versions, Mac OS versions, Linux, etc.
• Ability to research, navigate and locate answers from webpages and resources independently.
• Ability to install / uninstall applications in Windows / MAC
• Ability to align communication styles with customers and display deep customer empathy
• Ability to communicate through written and verbal communication

Experience with desktop and/or online software and/or software troubleshooting; or Tax software

Preferred (not required):

• Call Center experience, assisting customers with issues via phone, chat and email.
• 1+ year of experience troubleshooting hardware and software.
• Ability to type using proper grammar at a rate of at least 20 wpm with a minimum accuracy rating of 80%.
• Ability to enable / disable antivirus, firewall and antispyware.
• Have used tax software in the past or have prepared own taxes; familiar with tax terminology

TeleTech requires all employees hired in the United States to successfully pass a background check and drug test as a condition of employment.