Help Desk T1

4 days ago

Texas City, United States XPS Solutions Full time
ABOUT XPS - Our mission is to enable self-storage operators with INNOVATIVE solutions while providing a HELPFUL, FRIENDLY, and KIND tenant experience. Integrating with the latest technologies allows us to support self-storage operators - big or small. XPS Solutions has been in the self-storage industry for 24 years. We provide customer service solutions for thousands of self-storage facilities. We believe that EXPERIENCE MATTERS. THEIRS. YOURS. OURS. Put your experience as a self-storage professional to work by providing an excellent experience for our clients and customers.

Our Core Values

  • Can-do attitude
  • Relentless pursuit of results because we care
  • Ownership mindset
Love self-storage but hate cleaning out units? Enjoy customer service, but could do without cutting locks for auctions? Well, keep reading

Just do it from the comforts of our beautiful campus in Richardson, TX, or your home office (if approved)

There are a few things you need to know:

What We're Looking For:
  • Can Do Attitude-Providing excellent customer service is essential. Help desk agents should exhibit empathy, patience, and professionalism, ensuring that Customer Service Reps feel valued and understood while resolving their issues.
  • Problem-Solving Skills: Help desk agents need strong analytical and problem-solving skills to diagnose issues and effectively troubleshoot problems. They should be able to think critically and systematically to find solutions efficiently
  • Communication Skills: Effective communication is crucial for help desk agents, as they must convey technical information clearly and understandably to users of varying technical skill levels. This includes both verbal and written communication skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Accurately tracking daily issues and the corresponding solutions provided to our Customer Service Representatives (CSRs).
  • Encouraging our representatives to implement the solutions provided to reduce support inquiries and enhance agent productivity.
  • Collaborating with our Workforce Management (WFM) team to ensure clarity on what constitutes productive versus unproductive activities.
  • Maintaining open lines of communication with our Floor Management team to identify and address agent coaching needs.
  • Effectively de-escalating customer concerns in a professional manner.
  • Making outbound calls and or Text Message to client management teams to assist our customers effectively.
  • Gathering additional information from clients to improve our agents' ability to handle calls and update our database for better operational efficiency.
  • Collaborating closely with the WFM team.
Working from home you will be required to provide your own equipment, a webcam for training, have reliable internet, have a quiet place to work with no distractions, have regular check-ins with your coach, participate in virtual team-building events, and can wear yoga pants all day if you like.

Agent Minimums:

Computer
  • Mac, Notebooks, Chromebooks, are NOT compatible with our software
  • Windows 10 or 11
  • Intel Core i5, 8th Generation or newer
  • AMD Ryzen 5, 3000 series or newer
  • 8GB RAM minimum
  • 16GB strongly recommended
• Internet
  • Landline based connection required
  • Wireless/Mobile(4G/5G)/Satellite not allowed
  • 10Mb bandwidth or higher, both upstream and downstream
  • Computer must be connected to internet gateway via Ethernet cable, in home wi-fi not allowed. Wi-Fi alternative recommendations available if distance is an issue.
  • Computer must have an updated Google Chrome browser
  • Headset can be 3.5mm or USB, as supported by their computer - most major brands are acceptable but microphone quality goes up with price
Working on campus you will enjoy building relationships with your co-workers, access to a fully-stocked cafeteria, "phone booths" available for use during breaks to have private conversations, all the equipment necessary to perform the job, face-to-face time with your coaches, and much more.

Here are the questions you probably want to ask us:

How much does it pay? Well, that depends on several factors including experience. But our pay scale is completely in line with other self-storage manager pay rates PLUS you won't have to deal with rental trucks or sweeping units And there are bonus opportunities

What would my schedule be?
  • Sunday - OFF
  • Monday 9:00AM - 5:30PM
  • Tuesday 6:00AM - 2:30PM
  • Wednesday 3:30PM - 12:00PM
  • Thursday- OFF
  • Friday - 9:00AM-5:30PM
  • Saturday - 6:00AM - 2:30PM

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