Customer Service Representative - Tech Support -TX Only (WAH-Seasonal)

Job title: Customer Service Representative - Tech Support -TX Only (WAH-Seasonal) in San Antonio, TX at Alorica
Company: Alorica
Job description: Job Category: Customer ExperienceDegree Level: High School GraduateJob Description:This is a SEASONAL position. Please consider this before applying.GET TO KNOW ALORICAAt Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.GET TO KNOW THE CLIENT YOU'LL BE SUPPORTINGOur client is a global learning company specializing in cutting-edge education technology solutions - you'll be making a difference every day for students and teachers! Most contacts are from professionals; teachers and IT admins in school districts. The support you'll be offering is a hybrid of technical support and customer service, so experience in both areas is required. Some of our most successful candidates are not IT professionals.JOB SUMMARYAlorica's Tier 1 Technical Support Agents provide basic support to administrators, teachers, students, and parents using educational products in the classroom and at home. Agents will utilize effective customer support skills and techniques to determine the issue and correct steps for resolution. Most contacts handled by these agents involve troubleshooting technical issues and documenting customer interactions to reduce customer effort and provide business insight to client.We work with the single purpose of changing people's lives by fostering passionate, curious learners.Responsibilities:KEY JOB RESPONSIBILITIES

• Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Maintains and updates customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call-related information for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Upsells to customers as necessary

Qualifications:Responsibilities: * Providing Users support via phone, email, and other channels in accordance with Company Standards.

• Resolving issues for customer contacts. Examples: requests for assistance with passwords, feature walk-throughs, product performance and content, and general customer inquiries.
• Using the Knowledge Base, admin tools, and remote sharing tools to assist with the resolution of issues.
• Managing your cases which may include scheduling of call backs and managing a follow-up schedule. Follow-ups may be either outbound calls or emails.
• Collaborating with internal groups to define or update Knowledge Base articles that will assist agents in delivering accurate issue resolutions in a timely manner.
• Providing Alorica Management updates/alerts regarding Alorica tools, software or system outages, and major incidents as well as trending customer issues.
• Attending and engaging in continuous training to fulfill job responsibilities.

Qualifications: * Has, at minimum, a high school diploma or GED equivalent.

• Has a minimum of three (3) years of experience combined in consumer product technical support/ technology experience or background, call center, customer service, chat and/or social media interactions.
• Has strong customer services skills with an emphasis on critical thinking skills and active listening skills; using empathy demonstrates effective probing questioning to work with customers to identify root causes of issues and move to resolution.
• Is articulate with a high level of business writing skill in order to accurately and completely understand and document technical issues from customers.
• Must be able to multi-task with navigating systems while communicating with customers.
• Is able to support higher customer volume; potential for back-to-back calls and/or case work.
• Proficient with support of browser-based programs. Understanding of major internet browsers (Chrome, Edge, Safari, Firefox). Basic understanding of Microsoft Office applications. Salesforce experience is a plus.
• Meets Alorica's guidelines on technical setup requirements to include ethernet connection, and a distraction-free work area for training and working from home.

WHY JOIN ALORICA?Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much - that is why we're so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.But please, allow us to entice you further! As an Alorica employee, you may receive:

• Paid training
• Medical and dental benefits
• Paid time off
• Retirement planning options (401(k))
• Employee discounts through client programs

Working at Alorica means potentially having the freedom to explore all kinds of career options - from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed - because when you're at your best, that's when we're at our best.About Us:At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much - that's why we're so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.
Expected salary:
Location: San Antonio, TX
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