CSR – Technical Support – US job in Lake Mary, FL, United States

Full Time Lake Mary FL Alorica

Must be near the Lake Mary, FL Site!! 


GET TO KNOW 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 with tens of thousands of employees in hundreds of locations around the globe.

 

JOB SUMMARY

 

Responsible for receiving and processing incoming phone calls for assigned clients and program in accordance with corporate and department policies, procedures, quality standards and applicable laws and regulations.

 

 

JOB RESPONSIBILITIES

 

  • Connect with customers to help resolve and find solutions to customer issues of a technical nature
  • Collect information, investigate issues or diagnose and troubleshoot problems
  • Research and resolve issues within the scope of responsibility
  • Obtain, enter and verify customer information in designated systems
  • Maintain in-depth knowledge of assigned client’s products and service
  • Responds to requests and calls from customers related to client specific programs and products
  • Identifies and responds to customer’s needs based on designated procedures of account/client
  • Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
  • Escalates calls to supervisor when necessary and appropriate
  • Responds to requests for assistance and/or possible processing of credit card authorizations
  • Tracks call related information of each call received for auditing and reporting purposes
  • Provides feedback reports on call issues related to downtime and/or training issues

 

OTHER RELATED DUTIES

 

  • Escalates calls to supervisor when necessary and appropriate
  • Maintains and updates customer information as necessary
  • Provides support and assistance as needed
  • Up-sells to customer upgrades as necessary
  • May perform other client specific duties as necessary and required by program/account
  • Other duties as assigned

 

Minimum Education and Experience:

 

  • High School Diploma or GED required; graduation from a college with an Associate’s degree preferred
  • Customer service experience
  • Phone related customer service
  • Familiarity with Microsoft Windows, Word, and Excel applications
  • May require client specific bilingual language requirement, as necessary

 

Knowledge, Skills and Abilities:

 

  • Knowledge of product/procedures
  • Ability to use phone and computer systems
  • Customer service skills
  • Strong interpersonal skills
  • Excellent oral and written communication skills
  • Strong listening/comprehension skills
  • Ability to stay composed and objective
  • Patience/empathetic
  • Demonstrate a positive attitude

 

WHY JOIN ALORICA?

Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much—that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.

But please, allow us to entice you further! As an Alorica employee, you may receive:

 

  • Paid training
  • Medical and dental benefits
  • Paid time off
  • Retirement planning options (401(k))
  • Employee discounts through client programs

 

Working at Alorica means potentially having the freedom to explore all kinds of career options—from customer service, training and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed—because when you’re at your best, that’s when we’re at our best. 

So what do you say? Ready to take the next step?


Work Environment

  • A climate controlled, contact center environment—filled with amazing people, incredible career opportunities and the occasional dance-off
  • Constant usage of phone and computer system

 

In response to the COVID-19 Pandemic, we are working to move employees to temporarily work from home. In order to work from home during this time, the following are equipment requirements:

 

Equipment Qualifications

At home positions will require you to independently have access to the following equipment: 

  • Laptop/desktop (no older than 3 years)
  • Windows 10
  • High Speed Internet
  • Internet Speed:  High Speed internet access, 2MBPS upload/download minimum
  • Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required)

 

*Equipment and Internet Speeds vary based on client needs, completion of the computer test will need to be submitted to determine compatibility, failing a portion of PC testing does not necessarily disqualify you from consideration*

 

Physical Demands

 

Constant sedentary work. You’ll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be 

interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

 

TAKE THE NEXT STEP

 

Let’s make lives better. Let’s defy the status quo. And let’s go beyond thinking outside the box – and decide to obliterate the box instead.

You ready? Let’s do this.

Equal Opportunity Employer – Veterans/Disabled


To apply for this job please visit topspotjobs.com.