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United States
Valued Relationships, Inc. Hiring for Remote Technical Customer Service Representative | $16-$17 an Hour! at Remote Full Time
Overview:
Our Technical Care Representatives are part of the Operations Team and are responsible for resolving device issues with VRI customers. Technical Care Reps handle inbound and outbound phone calls, emails, help desk tickets, reports, maintenance signals from devices, and other communications from clients, family members, Case Managers, and Agencies. Technical Care Representatives are expected to provide excellent customer service to our parents and grandparents by ensuring their devices are functioning properly.
Responsibilities:
- Handle high Inbound and Outbound call volume and provide an exceptional customer service experience.
- Research, investigate, and respond to all technical issues and complaints in a timely, efficient, and knowledgeable manner.
- Answer technical questions and refer calls and issues to appropriate departments or service representatives.
- Assist clients and customers with the installation of the device or troubleshooting any existing device issues to ensure functionality of the device.
- Distribute service requests appropriately or resolve technical issues by replacing equipment.
- Properly educate clients on the functionality and capabilities of the device and encourage testing the device on a regular basis.
- Maintain individual phone queue metrics, service level agreements, quality scores, and schedule adherence.
- Follow department processes and procedures.
- Other duties as assigned
Qualifications:
- Required High School Diploma or GED
- 2 years of related professional experience preferred
- Ability to work flexible hours and overtime when needed
- Self-motivation and the ability to work independently and with teams
- Proficient in the use of Word, Excel, Outlook, and PowerPoint
- Excellent oral and written communication skills
- Proficient in managing multiple tasks as the same time
