TECHNICAL SUPPORT REPRESENTATIVES - Kingston

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JOB SUMMARY

The Technical Support Representative, Home Appliance: amswers customer's inquiries about Home Appliance Division (HAD) products. This position troubleshoots steps on home sewing machines, crafting products and embroidery software. This position communicates with customers via phone, email and some escalated social media and/or chat platforms.

GET TO KNOW US                                                     

Who Is Alorica?

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands – the ones you love and use every day!  We offer the financial stability and growth potential to provide a solid foundation for early career development…and a trendy ambiance to make work a fun space! Our team spans hundreds of locations around the globe, with over a hundred thousand awesome employees…and you could be the next one!

Why should you join our awesome team?

As a member of our #CoolCenter, you’ll have the opportunity to work in an exciting and collaborative environment, with a diverse group of experienced professionals that will help you advance your career.  As an Alorican, you’ll also enjoy additional benefits.

Benefits

• Full-time job (instead of short-term contracts)
• Transportation
• Performance bonuses
• Health Insurance
• Life Insurance
• Educational scholarships
• Professional Development opportunities
• Discounts on local products and services
• Sports leagues
• Fun cultural and community outreach activities

KEY JOB RESPONSIBILITIES

• Answer incoming calls from customers concerning technical support issues and inquiries in a professional, polite, and courteous manner
• Walk customers through troubleshooting technical issues and concerns and provide suggested solutions and resolutions to questions and problems
• Create service tickets for issues not able to be resolved over the phone
• Answer customer’s billing questions/concerns
• Accurately document and update records in required systems
• Maintain diplomacy when addressing escalated matters

JOB REQUIREMENTS

Minimum

• Age: 18+
• Education: Passes in 2 subjects from any accredited body - Must include English Language
• Passion for providing quality customer service
• Proficient communication skills (verbal and written)
• Must be able to multi-task while using different internal programs
• Demonstrated problem-solving skills.
• Tech-savviness; Prior technical exposure or demonstrated interest
• Typing Speed of 35 words per minute
• Ability to maintain the highest level of confidentiality
• Ability to work in a team-fostered environment

Preferred

• Previous Technical Support experience is a plus
• Sewing Machine knowledge
• Previous Call Center experience