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Customer Support Agent

  • Location: Irving, 75062
  • Job Type:Contract

Posted 4 months ago

Our client is seeking Customer Support Agent for remote contract opportunity. 

Position Summary: Our client is currently recruiting for Customer Support Agent. We are seeking candidates who enjoy a fast paced, high energy, social environment, and prefer to be in a challenging yet rewarding role. This position reports to the Supervisor, Customer Support.

  1. Customer Support Agent is responsible for providing excellent service to our retail and online customers. This ideal candidate has a strong customer mindset, enjoys customer interaction and resolving issues or questions with a smile.

Duties and Responsibilities:

  • Provide technical support and handle all incoming inquiries from both internal and external customers.
  • Respond and resolve customer requests through any customer channel.
  • Perform technical troubleshooting - diagnose hardware or software issues.
  • Provides recommendations on process improvements based on recurring themes.
  • Implement required solutions.
  • Engage with customers and escalate issues promptly if/when necessary.
  • Stays current with product offerings/changes including state regulations/requirements.
  • Creates concise tickets for every reported issue/inquiry.
  • Always safeguard confidential and sensitive information.
  • Complete all required compliance training and comply with all required regulatory requirements.
  • Participate in flexible work schedules and on-call rotation.
  • Assist customers with inbound calls or emails.

Minimum Qualifications:

  • High school education or equivalent required.
  • 1 year preferred or equivalent work experience of 1st level call center or 1 year work experience related working in a customer care environment.
  • Must be proficient with computer usage and be able to accurately enter data and notes.
  • Experience documenting incoming calls via computer applications is preferred.
  • Working knowing of computer or printer hardware peripherals is a plus.
  • Experience working in an client retail store or online product knowledge is a plus.
  • Open to work flexible hours and on-call rotation.

Knowledge & Skills:

  • Ideal candidates will be enthusiastic and excited about providing outstanding customer service, while having the ability to exhibit patience and personal ethics in daily work.
  • Must have strong oral and written communication skills, able to always communicate professionally.
  • Possesses a strong customer mindset and dedicated to service excellence.
  • Candidates should have good organizational skills and be able to multi-task at a high level.


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 accommodations may be made to enable individuals with disabilities to perform the major responsibilities.
  • While performing the duties of this job, the employee is regularly required to sit, stand or walk; use hands to finger, handle, or feel; reach with hands and arms; stoop or bend; and talk or hear.
  • The employee must occasionally lift and/or move up to 50 lbs.
  • Must have appropriate vision to see up close, and at a distance with ability to adjust vision and focus.


Position Type/Expected Hours of Work: This is a full-time position. Days of work will vary; Saturday shift is required with 1 weekday off Monday through Friday. The working hours will vary between 11:00 a.m.to 9:30 p.m. Each shift will be 8 hours with 2 scheduled 15-minute breaks and a scheduled 30-minute lunch. Workdays and hours are subject to change.

Travel:

  • No travel required for this position.

Work Environment:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The noise level in some work environments can be moderate.