What are the responsibilities and job description for the Technical Support Representative (ONSITE) position at Contactus LLC?
Technical Support Representative
Training Start Date: March 3, 2025
Training Hours: 8:00 a.m. – 4:30 p.m. EST
Production Hours: M – F 8:00 a.m. – 8:00 p.m. EST
NO WEEKENDS!
Location: Onsite 111 Roberts Rd, Suite 400
Grindstone, PA 15442
About the Tech Support Representative:
Provide technical support and product registration to customers in a courteous and professional manner and use all programs and tools related to the support accurately.
Responsibilities:
- Handle incoming calls, emails, letters, and/or chat sessions from customers needing product support.
- Must be able to understand and explain operation/faults of equipment and its components.
- Must be able to read / follow wiring schematics and flow diagrams.
- Understand basic automotive AC service procedures.
- Use “Kid gloves” approach with customers including a never say no attitude.
- Quickly assess customer needs and proactively provide solutions with a positive attitude.
- Refer unresolved customer grievances to designated departments for further investigation.
- Ability to de-escalate customers
- Must be able to give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate and not interrupt at inappropriate times.
- Will be expected to arrive to work on time for all scheduled shifts; will be expected to follow all scheduled shifts including taking breaks and lunches as scheduled.
- Representatives will be expected to maintain an average handle time below 10 minutes or 600 seconds.
- Representatives will be expected to have quality monitoring score of 90% or higher
- Other duties as assigned.
Required Skills:
- Must have High school diploma or GED; some college preferred
- Must be able to pass a criminal background check
- Must be 18 years of age or older
- Must be authorized to work in the United States
- Preferred work experience of a minimum of 6-12 months of technical support or field related experience
- Good keyboard skills – must be able to type 25wpm
- A customer-focused attitude and willingness to serve customers
- Excellent verbal and vocal skills to others to convey information effectively.
- Exceptional listening, questioning, and call control techniques
- Ability to process information and tasks accurately and efficiently
- An understanding of customer needs, company products and services, and general knowledge
- Aptitude to handle challenging telephone call situations
- Ability to recommend and persuade
- Computer and telephone system application skills
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Knowledge of Microsoft Excel and Word
Expectations:
- Attendance – Representatives are expected to arrive at work on time for their scheduled shifts.
- Adherence – Representatives are expected to follow their scheduled shifts taking breaks and lunches at scheduled times.
- Average Handle Time (AHT) – Representatives are to maintain an average handle time below ten minutes or 600 seconds.
- Quality Score – Representatives expected to have a quality monitoring score of 90% or higher
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO Statement:
ContactUs is an equal opportunity employer. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
#indsj1
