What are the responsibilities and job description for the Technicial Support Representative position at ZoomOnline?
ABOUT US
ZoomOnline aims to provide an exceptional customer experience by offering fast, uncapped, and affordable Wi-Fi-enabled internet service. Connecting exclusively through Zoom Technology Group’s fiber infrastructure and network. We are a customer-oriented business that prides itself on exceptional service delivery. We are a collaborative, creative, entrepreneurial team building a vibrant and dynamic brand where people who want to make a difference can grow their careers.
PURPOSE OF THE ROLE
As the Technical Support Representative, you will serve as a front-line representative and play a pivotal role in the continued stability and growth of our organization. Handling all customer queries and listening to customer inquiries or complaints about internet service or equipment issues. The Customer Service Center delivers 24/7 support. Candidates must be flexible enough to work rotating shifts within a 12-hour window to make up a 40-hour workweek and willing to work a rotating weekend schedule.
RESPONSIBILITIES
- This position will require clear and professional communication skills in English, advanced troubleshooting abilities, and a genuine ability to help customers, demonstrate patience, be outgoing, engaging, and empathetic.
- Promotes quality customer experience and honest and committed customer care in a call center environment.
- Engages in real-time troubleshooting with customers to resolve technical issues in a call center environment.
- Educates residential customers about the installation and use of products.
- Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments.
- Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments.
QUALIFICATIONS
- One (1) year of experience in Technical Support or a related field
- High school diploma or GED required, higher education a plus
- Exceptional phone etiquette and communication skills (verbal & written)
- Strong problem-solving skills with the ability to think analytically
- Ability to multitask and prioritize tasks in a fast-paced environment
- Proficient with Mac OS
- High level of professionalism
- Demonstrated punctuality with good attendance
- Experience with CRMs, ticketing tools, remote support tools, and/or understanding of Virtual Desktop Infrastructure support.
We're an equal-opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. We offer competitive pay, comprehensive training, and career growth and development opportunities.
