What are the responsibilities and job description for the Customer Support Representative position at Sparks Group?
Job Description
Job Description
Job Summary / Company : Join our dynamic team as a fully remote Customer Support Specialist and make a real impact! You'll provide top-notch support to our clients, resolving their issues with patience and expertise. We offer a rewarding work environment with competitive benefits and the flexibility of working from home. This will be for the evening shift from 4 : 00pm-1 : 00am EST.
Responsibilities :
- Provide remote customer support and resolve issues to the end user’s satisfaction.
- Answer incoming calls and requests from clients and staff within Service Level Agreements (SLAs).
- Monitor ticket dashboards and process tickets assigned to the support queue within SLA timeframes.
- Determine the source of errors by reviewing procedures and actions taken by users.
- Execute user setups, password resets, and resolve error messages.
- Walk users through performing diagnostic procedures.
- Communicate solutions effectively and document them for future reference.
- Perform software updates, Apple iOS updates for iPads.
- Configure, troubleshoot, and test iPads and related devices.
- Demonstrate a strong commitment to helping customers in a fast-paced, highly visible environment.
- Work collaboratively in a team environment to deliver excellent customer care.
- Communicate possible application enhancements and bugs to development.
- Train customers on how to utilize our devices, services, features, and additional services.
- Special projects assigned as needed.
Qualifications :
This job is Fully Remote.
We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.
Download the Sparks Group mobile app from Apple App Store or Google Play .
Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.
