Technical Support Representative

Technical Support Representative at VetJobs

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

At this time, TP (Teleperformance) can only offer employment to individuals located in the following states: AL, AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY.

Job Overview

As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns, providing front-line, first-level technical assistance for consumers.

Responsibilities

• Support Client-specific high-speed internet services, delivering an exceptional customer experience.
• Resolve technical problems within a fast-paced, customer-facing environment.
• Provide troubleshooting and issue resolution assistance for Client service and/or device-specific issues, including internet connectivity and performance.
• Support customer needs related to Client-specific high-speed internet services and/or devices, including troubleshooting, triage, and additional required resolution techniques.
• Deliver in-scope support for internet service and connectivity-related issues pertaining to operating system, PC, and browser configuration.
• Demonstrate advanced product knowledge and the ability to solve customer issues.
• Resolve customer issues on the first call as frequently as possible.
• Open and manage trouble ticket systems for user issues, Data Network, and OS issues.
• Be patient, courteous, and friendly with customers at all times.
• Demonstrate a positive attitude.
• Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
• Adhere to all work schedule assignments.
• Abide by and support management directives and adhere to all TP policies.

Minimum Education and Requirements

• Over 18 years of age
• HS Diploma or equivalent
• Comfort with desktop computer systems
• Proven oral & written communication skills
• Familiarity with personal computers, operating systems, software, and computer terminology
• Demonstrated problem-solving skills
• Ability to work independently and multi-task

Key Competencies

• Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.
• Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
• Communication: Outstanding communication, listening, and analytical skills.
• Organizational Skills: Strong organizational and problem-solving skills.
• Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
• Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
• Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
• Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.

Work from Home Requirements

• Minimum subscribed download rate equal or exceeds 12.0 Mbps.
• Minimum subscribed upload rate equal or exceeds 3.0 Mbps.
• ISP must have no packet loss and ping under 30ms.
• Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN.
• Proof of internet details required.
• Clean and quiet workspace.

About Teleperformance

Teleperformance is a global, digital business services company, delivering advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With more than 500,000 inspired and passionate people speaking over 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, clients, and the environment.

Benefits of Working With TP Include

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

Teleperformance and You: Growth Opportunities

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. You will become a key contributor. As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go. Did you know that our Chief Client Officer started her career at Teleperformance as an agent and advanced to the pinnacle of the company? At Teleperformance, the sky is the limit!

Key skills/competency

• Technical Support
• Customer Service
• Troubleshooting
• Internet Connectivity
• Issue Resolution
• Operating Systems
• PC Configuration
• Data Network
• Communication Skills
• Problem Solving