Technical Support Associate

Job DescriptionWe are hiring Entry-Level CUSTOMER SERVICE TECHNICAL SUPPORT ASSOCIATES FOR SECOND SHIFT(Shifts begin after 1pm) TO BEGIN TRAININGJuly 31, 2017AT OUR DALLAS CALL CENTER!!This is an awesome opportunity for college students to gain valuable work experience!! Our entry-level Technical Support Associates answer inbound calls from customers and respond to questions about phone, internet and cable TV issues. Successful Technical Support Associates have the following qualifications:

• Ability to troubleshoot and resolve customer issues
• Ability to utilize on-line resources to resolve issues
• Ability to engage with customers while solving problems
• Ability to accurately type 25 wpm
• Ability to talk and enter customer data at the same time
• Must pass background and drug screeningsJob Summary: Troubleshoot via chat, email and phone customer problems with computer hardware and software issues as well as client specific equipment and applications by performing the following duties.Essential Duties and Responsibilities include the following. Other duties may be assigned.
  • Answers incoming inquiries, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
  • Asks effective questions and gathers information to determine source of problems and customer needs.
  • Logs on/off customer care system and accesses account files.
  • Enters alpha and numeric data via computer keyboard into an automated system accurately.
  • Accurately captures all customer and issue related information in the proper database.
  • Leads customers through documented process of fixing their software, hardware, or network problems.
  • Uses product information, multiple client tools, client specific reference materials, scripting, advanced technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer problems.
  • Stays current with latest technology changes.RequirementsEducation: High School Diploma or GEDExperience: 1 year of Call Center/Customer Service ExperienceQualifications: The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.Computer Skills: Ability to listen and respond while keying into automated system. Ability to thoroughly learn client-specific software and hardware (Windows or Mac environment). Able to accurately type 25 wpm. General technology knowledge, including the ability to describe in general terms: operating systems, basic internet navigation, hardware components, software, networking components (video, data, voice), peripherals, and email applications.Language Skills: Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to effectively present technical information clearly and concisely.Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.Ability to isolate root cause according to prescribed set of guidelines, matching solution to identified issues.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 qualified individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision.Company DescriptionTelvista, Inc. is one of the leading call center outsourcers in North America and specializes in providing superior customer care solutions to Fortune 1000 companies. Our services include contact management, interactive voice response, web-based support, and many others. We deliver the brand promise of our clients by working with them to understand and apply the knowledge, behaviors, and values at the core of their success. We position our clients for success by delivering inbound contact center services that allow them to focus on their core business while maximizing profit. More information on Telvista can be found at
    Associated topics: agent, associate, call center associate, coordinator, customer care associate, customer care specialist, customer service associate, representante de servicio al cliente, service, support