Job Description

Temporary Customer Service Tech Support Representative - $16/hr!

5 Weeks ONSITE TRAINING at our Allentown, PA office:

7350 Tilghman Street

Allentown, PA 18106

3rd floor

$15.00 Starting Salary
+$1.00 Shift Premium for Weekend shift!

Virtual Microsoft Teams interview required

PERKS:

• Full Health benefits after 45 days - Medical, Dental & Vision.
• Paid time off after 90 days.
• 401K.
• Tuition Reimbursement.
• Referral Incentive Program.
• Employee Discounts Program!

Job Summary: 

We are searching for polite, professional Customer Service Tech Support Representatives to represent our clients professionally by providing remarkable service to their customers. The Customer Service Tech Support Representative will be responsible for supporting customers through inbound calls, outbound calls, emails, and video chats for consumers with inquiries regarding setting up devices and apps for a medical device.

The Customer Service Tech Support Representative will use knowledge, skills, resources, and tools to answer questions, assist with product set-up, provide general product information, review capabilities, key features, functionality, and provide product/platform troubleshooting.

The focus for this role is to provide a seamless and exceptional customer experience with every interaction to increase product adoption and build Customer and Brand Loyalty.

Responsibilities: 

• Temporary / Seasonal Position
• Target Hire Date: August 26th, 2024 (or sooner depending on background clearance!)
• 5 Weeks required ONSITE, Work at Home after!
• In Office Paid Training (Allentown, PA) will be 5 Weeks, Monday - Friday 9:00am-5:00pm 
• Available schedules for work at home: 
  • Saturday through Wednesday : 11:00am – 8:00pm +$1 Weekend Shift Differential!
  • Saturday through Wednesday : 3:00pm – 12:00am +$1 Weekend Shift Differential!

Requirements:

• Must demonstrate good understanding of home networking and connected devices.
• Must demonstrate excellent over-the-phone and video skills, inflection, and present a professional, courteous, patient demeanor. The ability to maintain a confident, friendly, empathetic, and helpful tone in conversation.
• Demonstrate excellent communication and customer service skills. Taking ownership in assisting, researching, and resolving customer issues.
• Solutions Oriented, supporting one-call-resolution. Able to use tools, knowledge, skills, and resources to effectively research, provide complete and accurate information to resolve the customer’s reason for calling.
• Able to understand and implement new information and procedures efficiently and professionally.
• Able to understand detailed policies, troubleshooting steps, and procedures and explain information in a manner that is easily understood.
• Excellent computer navigation and data entry skills – will utilize multiple systems to access customer information, research issues, educate and solve the customer’s reason for calling.
• Ability to multi-task efficiently.
• Able to navigate multiple systems and seamlessly converse in a friendly tone.
• Able to de-escalate and handle difficult customer situations.
• Will handle and hold secure confidential and sensitive customer information.
• Open to coaching and feedback focused on call efficiency and continuous improvement in providing an exceptional customer experience.
• Goal-oriented - can work in a team environment to meet individual and team Customer Service quality and call handling goals

Qualifications:

• Independent, self-starter.
• Call center (technical support) preferred.
• Customer Service call center experience preferred.
• Ability to troubleshoot technical issues.
• Excellent computer & web navigation skills.
• Accurate data input skills - must work with multiple systems to research, troubleshoot and resolve customer issues.
• Background and/or interest in the medical field a PLUS.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time.

iQor is a managed services provider of customer engagement and technology-enabled BPO solutions. With 35,000 employees in 9 countries, we partner with many of the world's best-known brands to deliver aftermarket product and customer support solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services.Our award-winning technology, logistics, and analytics platforms enable us to measure, monitor, and analyze brand interactions, improve business processes, and find operational efficiencies that lead to superior outcomes for our partners across the customer and product life cycles.

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