Job DescriptionOur Technical Support Advisors provide support to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues. This is a performance based organization where all calls are recorded, monitored, and reviewed on a daily basis. You will be responsible for support of Computers and Operating Systems, tablets, MP3 players and other technical devices.
Perks of joining KellyConnect:
Paid training at $12-$14/hr
After 90 days Advisors are eligible for a one-time $500 tenure bonus
Advisor earning potential of $15-$17/hr
Explosive growth opportunities into departments such as Leadership, Quality Assurance, and Training
Duties and Tasks/Essential Functions:
Interact with customers in response to inquiries, concerns, and requests about products and services
Gather customer/product information and determine the issue by analyzing the symptoms
Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more
Research using available resources, including article database systems
Complete required training to stay current with system information, changes, and updates
Participate in frequent 1:1/classroom video coaching sessions with leadership
Exemplary attendance and punctuality
Proper phone etiquette, including using client verbiage and positive positioning
Ability to speak and type clearly and accurately, using proper grammar
Ability to multitask between customer calls and logging of case notes
Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to the organization
Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance
Experience with mobile devices (mp3 players, tablets, smartphones)
Ability to adjust to constantly-changing technology, processes, and team structures
Openness to constructive coaching and ability to implement performance objectives
Ability to empathize with customers
Willingness to work evenings, weekends, and holidays
High School Diploma required
Candidates must be 18 years or older
Minimum 6 months call center experience required
Must provide phone and internet services and quiet work environment, as the position is virtual
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Interested in contact center opportunities that offer freedom and flexibility, and truly value your skills? We thought so. We’re Kelly® Contact Center—and wherever life takes you, we have great opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.
At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.
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