Technical Support Customer Care: Alpine Access

Tech Support Customer Care Professional

Job Description:

Customer Care Professionals working on this program will be responsible for delivering superior customer service in all interactions which includes: assisting customers with high level tech support in regards to their computer systems, internet connection and the America Online software.

Position Duties:

• Assists customers with high level tech support. Callers will have already been through several levels of tech support.
• Answers incoming customer inquiries promptly and in accordance with the established call-handling procedures
• Provides concise, quality customer service in a professional, timely and courteous manner
• Provides first call resolution with all customer contacts

Required Skills:

3+ years Technical Support phone skills experience
• Mastered Customer Service Skills including:
o Courtesy/Empathy
o Diagnostic
o Technical problem solving
o End to end problem ownership
• Microsoft Certified preferred
o MCDST, MCITP, MCSE
• Thorough knowledge of Operating Systems
o WIN 98, XP, Vista, MAC 10.5.X
• Thorough knowledge/understanding of high speed and dial-up connections
o Ability to diagnose/resolve any connection related issues
o Ability to diagnose operating system related errors/issues
• Understanding of Technical 'ticketing systems'

General Qualifications:

• Excellent customer service, communication and relationship building skills
• Active listening and attention to detail with the ability to quickly organize and multi-task in a fast-paced/changing environment
• Ability to empathize with the customer
• Ability to engender trust and engagement with customers
• Ability to identify, trouble shoot and resolve customer challenges including follow-through to ensure customer satisfaction and issue resolution
• Ability to diffuse conflict and continue to always present a professional and courteous tone to the customer
• Ability to problem-solve and properly execute company/client policies while creating a positive customer experience
• Computer literate – ability to navigate through multiple screens
• Excellent verbal and written skills – including grammar and voice quality
• Self-sufficient and dependable
• Function comfortably in a performance-based environment with calls that are monitored, recorded and assessed
• Desired that applicants be proficient at sending emails and text messaging from their cell phone