Technical Support Agent
Alorica 1,881 reviews - Colorado Springs, CO

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Join the Leader in the Call Center Business! Trusted by leading Fortune 500 and government agency clients, Alorica is an innovator in outsourced Contact Management Solutions for both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors. Alorica offers a wide range of call center services designed to help create, cultivate and maintain our customer’s precious asset— their customer relationships. Job Summary This position is responsible for providing exceptional customer service for in-bound customers. Representatives will be required to provide excellent customer service and technical assistance for Samsung wireless products and accessories. This position requires an individual who has demonstrated success in working independently (with minimal supervision) and working as a productive member of a team. Representatives will be required to have strong communication skills and the ability to establish strong customer rapport. Responsibilities include providing quality customer service while demonstrating the ability to accurately troubleshoot and diagnose customer questions and concerns. Customer inquiries will range from basic to complex technical issues. Providing resolution to these inquiries requires research and analysis of consumer products and services. Responsibilities Utilize various on-line tools including MSOffice (Word, Excel) to research, diagnose and resolve customer issues. Will utilize web-based applications to navigate through multiple on-line information resources. Responsible for demonstrating the ability to provide initial troubleshooting on all wireless products, including cell phones, MP3 players, Bluetooth, data cable or memory card. Will be responsible for accurately documenting customer records including, essential information that was necessary to resolve the customer’s concern. Ability to make independent decisions based on established guidelines Ability to effectively handle complex customer issues in an independent, timely and efficient manner while maintaining quality standards for customer satisfaction Must be able to effectively diagnose a customer’s issue by asking probing questions and demonstrating effective listening skills Must be able to prioritize work, manage time effectively and work successfully in a fast paced, multi faceted environment Consistently demonstrate the ability to increase customer satisfaction results Ability to meet or exceed established performance goals Must be able to adhere to an assigned work schedule, must be dependable and punctual Will acquire and retain multiple product range knowledge Qualifications Qualifications High School diploma or GED required Associates degree in a related field preferred, or equivalent work experience Wireless experience strongly preferred. Demonstrated proficiency in MSOffice (Word, Excel), strong keyboarding skills Demonstrated proficiency in Web Navigation 12 months Customer Service experience necessary, on-line customer service experience preferred, wireless experience strongly preferred. Demonstrated ability to diagnose and troubleshoot customer issues Ability to interface with customers via phone, email and written communication Exceptional communication skills (verbal and written) Negotiation and decision making skills Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple tasks at one time Ability to adhere to an established work schedule Ability to work a flexible schedule, including weekends and holidays Alorica is growing and recruiting enthusiastic, dedicated, outgoing professionals who are interested in a rewarding career. We offer Benefits including Health, Dental and Vision, Life Insurance, Short term/long term disability, 401k with a MATCH, PTO, paid holidays, Tuition Reimbursement, Paid Training, a rewards program and much more! Employment is based on individual merit and qualifications. Employment opportunities are provided without regard to race, color, sex, age, marital status, religion, national origin, disability or veteran status.
About this company
1,881 reviews
Alorica Inc. is a leading customer service management provider that supports the entire customer lifecycle, from front-office customer...