Call Center Tech Support Agent

2 weeks ago

Dallas Texas, United States Telvista, Inc. Full time
Overview:
As a Telvista Call Center Agent, you will play a crucial role in delivering exceptional customer service, troubleshooting technical issues related to specific telecommunication devices, and actively engaging in sales activities. Your primary responsibilities include addressing customer inquiries and concerns with professionalism and efficiency, offering technical assistance to resolve device-related issues, and promoting sales opportunities by identifying customer needs. This role requires excellent communication skills, a customer-centric approach, and the ability to navigate and contribute to both service and sales aspects within a dynamic call center environment. Successful candidates will excel in building rapport with customers, meeting sales targets, and ensuring overall customer satisfaction.

 

 

Responsibilities:
 

Customer Service:

Handle inbound customer calls professionally and courteously.

Address customer inquiries, resolve issues, and provide information regarding products and services.

Ensure customer satisfaction by actively listening, first-call resolution through problem-solving, and responding to customer needs.

Sales with Quotas:

Promote and sell telecommunications products and services to meet or exceed assigned sales quotas.

Identify upselling and cross-selling opportunities during customer interactions.

Effectively communicate product features and benefits to customers to drive sales.

Technical Support - Television Cable Boxes:

Diagnose and troubleshoot issues related to television cable boxes.

Guide customers through step-by-step solutions for technical problems.

Provide remote assistance to ensure proper functioning of cable box features.

 

Technical Support - Internet Routers:

Assist customers with setting up and configuring internet routers.

Troubleshoot connectivity issues and address concerns related to internet speed and performance.

Educate customers on basic router maintenance and troubleshooting procedures.

Technical Support - Telephone Mobile Devices:

Resolve technical issues with mobile devices, including smartphones and feature phones.

Assist customers with device setup, configuration, and usage instructions.

Troubleshoot mobile network connectivity problems and offer solutions.

Adherence to Policies and Procedures:

Adhere to sales and customer service policies to ensure consistency and quality service.

Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.

Continuous Learning and Training:

Stay updated on product knowledge, sales techniques, and troubleshooting procedures.

Participate in ongoing training sessions to enhance skills and keep up with industry trends.

Team Collaboration:

Collaborate with team members to share best practices and contribute to a positive work environment.

Provide support and guidance to colleagues when needed.

Your performance will be measured by a variety of metrics. The most important is your ability to fix the issue without the customer needing to call back. Providing outstanding customer service on every call. As well as adding value to an account by recommending service upgrades, or additional services which tie into a revenue target. These job responsibilities are not limited to, and other responsibilities can be assigned.

  

 

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential functions. 

  

The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job. 

  

Education and/or Experience: 

Minimum high school diploma or equivalent. 

12 months of customer service experience. 

12 months of sales experience.

One-year certificate completion from a technical school or one-year related experience and/or training or equivalent combination. 

 

Language Skills:  Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to effectively present technical information clearly and concisely. 

 

Mathematical Skills:  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percentage. 

Reasoning Ability:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations. Ability to isolate root causes according to a prescribed set of guidelines, matching solutions to identified issues. 

 

Computer Skills:  Ability to listen and respond while keying into an automated system. Ability to thoroughly learn client-specific software and hardware (Windows or Mac environment). Able to accurately type 25 wpm. General technology knowledge, including the ability to describe in general terms: operating systems, basic internet navigation, hardware components, software, networking components (video, data, voice), peripherals, and email applications. 

 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision. 

 

Job Location: In-Office

Employees must maintain regular and acceptable attendance at such levels as determined at Telvista’s sole discretion.  The employee must be available and willing to work on-site 100%.

 

Schedule Availability:

The candidate must be available to work what Telvista determines is necessary or desirable to meet its business needs (Sunday-Saturday/6:00am-6:00pm Central Time). You must be available to work weekends. The candidate’s residence location must be within 45 minutes distance from our Dallas, Texas office (8585 N. Stemmons Freeway, Dallas, Tx 75247). 

 

Background: You must pass a Federal Background Check.

  

 

 Pay: $14.50/Hr.

 

  Telvista is an Equal Opportunity Employer 

 

 

 

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