Ascent Pro Support Hiring for Customer Support Agent for Emergency Road Service- REMOTE at Jefferson City, MO Full Time

Ascent Pro Support operates a 24/7/365 contact center with 100% remote agents. We provide support for the largest tire company in the world, their tire vendors and dealerships, and their commercial fleet customers. We are based in Muscatine, IA, but our agents work 100% remotely. We have a wonderful team and need to add long-term customer support agents.

The ideal candidate will have excellent customer service and computer skills. Ascent requires a private, quiet home office area with your own computer and equipment. Our training is conducted during daytime hours M-F for two weeks. We are authorized to hire employees in the following states: Arkansas, Florida, Georgia, Indiana, Illinois, Iowa, Kansas, Missouri, Nebraska, Oklahoma, South Dakota, Tennessee or Wisconsin.

Benefits for Full-Time Agents working 30 hours or more per week:

• 9 Paid Holidays.
• Double-pay when scheduled on Ascent holidays.
• 144 hours of paid time off per year.
• 401(k) available after 1 year of service.
• Paid remote training via Microsoft Teams.
• Health, dental, & vision insurance. Ascent pays half of the employee premium.
• Weekly paycheck.

These are fixed schedule positions and all shifts include one or more weekend day. Specific available schedules will be discussed during interview.

2nd Shift 3-11pm (4pm-12am EST)

We are currently only hiring for 2nd shift.

Wages depend on the specific hours you are clocked in (CST):

$15.00 per hour during 1st shift hours – Monday-Friday 7am-3pm
$15.50 per hour during 2nd shift hours – Monday-Friday 3-11pm
$16.00 per hour during 3rd shift hours – Monday-Friday 11pm-7am
$16.00 per hour during weekend hours worked – Saturday-Sunday

Job Responsibilities:

Customer Support Agents provide support for emergency tire breakdowns and tire service for commercial fleet customers. There is a constant influx of customer communications via phone, email, a dispatching app, Microsoft Teams chat, and text. Our agents converse with truck drivers, dispatchers, fleet management personnel, tire technicians, shop managers, and the customers of commercial tire shops all across the USA and Canada. An exceptional level of customer service is required, as well as the ability to multitask with precision, make decisions quickly, remain professional while handling multiple streams of communication flows, and follow multiple technical processes. We handle a large customer volume. Our agents dispatch road service, verify information, troubleshoot problems, and assist customers or tire technicians with anything they need to get the job done.

Applicants must:

• live in one of the following states: AR, FL, GA, IN, IL, IA, KS, MO, NE, OK, SD, TN, WI
• provide a professional resumé.
• be 18 years or older.
• have a high school diploma or GED (post high school education preferred).
• have one or more years of customer service experience.
• have excellent verbal and written communications skills, and clear phone voice.
• have a proven work history of missing no, or very little, work. Regular and punctual attendance is REQUIRED.
• be able to work on holidays.
• be able to handle multiple forms of communication simultaneously.
• be able to multi-task and manage multiple breakdown events simultaneously.
• be able to work independently and with a team.
• be open to professional improvement.
• have a dedicated, quiet work space in the home away from background noises such as: family, pets, alarms, traffic, TV, radio, noises and other distractions. ***************
• have strong computer skills using Microsoft Office programs.
• own an iPhone or Android compatible with the Microsoft Teams app.
• be tech savvy enough to troubleshoot your own computer and phone issues.
• be able to install software into your current network.

Applicants must meet the following technical requirements:

• have a reliable and stable high-speed internet connection: minimum 10 mbps download and 5 mbps upload speed. We don’t allow satellite internet, mobile hot spots, jet packs, tethering, public Wi-Fi for daily use. Some older DSL connections may not meet specifications.
• have a corded USB headset with microphone. This is required for our phone system. Wireless headset or Bluetooth are not permitted.
• have an external keyboard and mouse.
• have a web cam for meetings and training.
• have dual monitors (two external monitors or laptop screen and one external monitor).
• have a Windows PC or laptop running Windows 10. Mac and Chromebook are not compatible.
• have a minimum of 8Gb Memory (RAM) installed.
• have a processor with a CPU mark of 3000 or more. To find your score…
• find your processor model by right clicking the Windows icon in the lower left corner of the screen, then select “System”
• go to http://www.cpubenchmark.net/cpu_list.php
• type in the name of your processor (i.e. i7-8700, Ryzen 3 2200G, etc.)
• find your mark, look in Column 1 “CPU Mark”
• for additional help finding your CPU mark, see the help article located here:

https://tinyurl.com/cpumarkhelp

• agree to download, install, and use company software to include anti-virus, soft phone application, Microsoft Teams, Google Chrome, Adobe reader.
• give consent to allow access to your computer by our IT to maintain quality of service and security.
• agree to leave computer powered-on when not working to allow for Ascent software updates.

The following are not permitted:

• Mac, Chromebook, compute stick, USB computer, or similar device.
• Wireless, Bluetooth, or non-USB headsets.
• Running non-work-related programs while working.
• Using a Proxy server, third-party network, or unsecured Wi-Fi.
• Switching or substituting computers without manager approval.
• Having any other anti-virus active on your computer other than the company-provided anti-virus.

As part of the interview and onboarding process applicants will be required to:

• Pass Ascent’s remote testing from your home computer: Call Center Data Entry (audio), and spelling.
• Test and report home internet speed at: ascentpro.speedtestcustom.com
• Check and report your computer specifications by running Ascent’s PC Checker utility on your computer.
• Have all equipment required to work from home.
• Complete a video interview on Microsoft Teams.
• Pass a criminal background check and drug screen ***********
• Training occurs during daytime hours no matter which shift you accept.

DISCLAIMER

All job offers contingent upon successful completion of a criminal background check, drug screen, and verification of PC & internet specifications.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

(job also known as: Customer Service Representative, CSR, dispatcher, tech support, roadside assist)