Employment Options

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Kimberly Bounds

Tech Support Engineers provide phone and internet-based support to customers of our hosted Exchange email services, our hosted voice services and more. Performance metrics include resolution on the first call and customer satisfaction.

Responsibilities:

  • Resolve technical issues via incoming phone calls from (mostly) non-technical end users.
  • Respond to incoming web-based support requests.
  • Utilize Live Chat with powerful desktop sharing tools.
  • Recognize trends and report them to senior level engineers.
  • Find and document any new support issues or product bugs.
  • Work with other team members to resolve active issues.
  • Identify customer needs that can be met by additional office applications.
  • Self-awareness and common sense approach to identifying issues to escalate appropriately
  • Self-starter with the maturity to ask for assistance when needed

Required Skills:

  • Experience configuring Outlook and other email applications
  • Familiarity with DNS, networking and VoIP
  • 1+ years of experience in a high-volume call center environment in a technical support role
  • Demonstrated ability to patiently solicit needed information from non-technical users and communicate the technical solution in understandable terms
  • Excellent analytical and problem solving skills when facing complex challenges
  • Strong sense of commitment to resolving client issues on the first call
  • Must be a self-starter with proven ability to work proactively and independently
  • Excellent communication skills — writing, speaking, and listening
  • Detailed oriented with good documentation skills
  • Commitment to excellence: willing to accept constructive feedback, share information with other team members, and drive toward continuous improvement

Desired Skills:

  • Previous work-from-home technical support experience.
  • College degree or equivalent experience

* The above job descriptions and listed requirements can often change based on current Employer need and new projects. Your assigned job counselor will provide you with the most up-to-date job information.

If you are a current client of Employment Options and do not know who your assigned job counselor is, please contact Flora at [email protected] to get your assigned counselor.

If you are a new applicant and not our current client, please fill out an application to start the process: Application

 

 



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