Technical Support Specialist | Dayshift  

Position Overview

The Technical Support Specialist provides technical/customer service support primarily through online chatting or non-voice channels. The Technical Support Specialist is the person acting on behalf of the company by answering and responding to customer concerns or queries in an efficient and effective manner.

General Responsibilities:

• Provide positive and quality customer experience by responding directly to questions, feedback, and complaints regarding modem and internet connection.
• Creatively articulate information/business rules via excellent written communication skills
• Guide and support customers in their needs to engage with the proper support teams
• Available to chat/provide live support (real-time) to customers by delivering requested information
• Track all activities in the case management tool
• Support others on the team to manage the caseload
• Ability to effectively manage the social media platforms of the client
• Any other task/duty as directed by client/management

• Technical Support and Chat to consumers experience is required
• At least 2 years of solid customer service/technical support experience in a similar function
• Microsoft Office and Web experience preferred
• Provide prompt and professional client service at all times
• Organized and systematic in handling multiple tasks is highly preferred
• Excellent interpersonal and communication skills (verbal & written)
• Self-motivated, accountable approach, combined with a strong sense of teamwork
• Must be able to type 25 WPM (adjusted speed) with consistent accuracy
• Affinity for the technology required; Able to use all related computer hardware and software
• Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
• Amenable to work in BGC on a Morning Shift (6 AM -3 PM / 8 AM - 5 PM / 10AM – 7PM)