Technical Customer Support Specialist - Work from Home Opportunity

About the Role

In this role, you will be working closely with various functions within the company, coordinating efforts to ensure that customer requests are handled appropriately. Your day-to-day activities will include providing first-level customer service and technical solutions, scheduling service calls, and following up with customers to ensure that their issues have been resolved to their satisfaction. You will also be responsible for accurate data input using prescribed applications, which will require a high level of attention to detail and organizational skills.

As a key member of the customer support team, your contributions will play a significant role in shaping the customer experience and driving business success. You will have the opportunity to work in a progressive environment that encourages innovation, inclusivity, and flexibility. Teleperformance values its employees and fosters an autonomous work culture where decision-making skills are encouraged and trusted. This means that you will have the freedom to make decisions and take ownership of your work, with the support of a team that is committed to helping you grow and succeed.

What You Will Do

• Provide first-level customer service and technical solutions to customers, ensuring that their issues are resolved efficiently and effectively.
• Build and maintain positive customer relationships by offering personalized solutions that meet their needs and exceed their expectations.
• Coordinate with various functions within the company to ensure that customer requests are handled appropriately.
• Schedule service calls and follow up with customers to ensure that their issues have been resolved to their satisfaction.
• Troubleshoot and resolve technical issues using established diagnostic tools and procedures.
• Ensure accurate data input using prescribed applications, maintaining a high level of attention to detail and organizational skills.
• Demonstrate exceptional call handling soft skills, including active listening, empathy, and the ability to reassure customers.
• Approach problems flexibly and adapt your approach as needed without compromising outcomes.
• Answer inbound and outbound customer queries, tailoring your communication style to different audiences and reading verbal and non-verbal cues effectively.
• Strive to exceed customer expectations and deliver comprehensive resolutions to their issues.
• Utilize advanced support technologies and processes to achieve outstanding results and drive customer satisfaction.

What We Are Looking For

• Minimum 6 months of experience in customer-facing environments, including phone, chat, in-person, or other relevant settings.
• Minimum high school degree; a degree or certification in technology is a plus.
• Working knowledge of Microsoft Office applications, including Outlook, Word, and Excel.
• Must be at least 18 years old.
• Excellent communication and comprehension skills in English and French, with the ability to communicate clearly and effectively both in writing and verbally.
• Ability to type 30 words per minute and successfully pass a language/grammar screening.
• Excellent home internet connection (hardwired) and proficiency in English.
• Experience with customer service software and technology, with the ability to learn and adapt to new systems quickly.
• Strong problem-solving skills, with the ability to analyze issues and develop effective solutions.
• Ability to work in a fast-paced environment, prioritizing tasks and managing time effectively.

Nice to Have

• Previous experience in a technical customer support role, with a proven track record of resolving complex technical issues.
• Certification in customer service or a related field, demonstrating a commitment to delivering exceptional customer experiences.
• Experience with project management tools and software, with the ability to coordinate and prioritize tasks effectively.
• Knowledge of additional languages, enhancing your ability to communicate with a diverse range of customers.

Benefits and Perks

• Competitive compensation package, with opportunities for professional growth and development.
• Comprehensive benefits package, including health, dental, and vision coverage.
• Paid time off and holidays, providing a healthy work-life balance.
• Remote work stipend, supporting your ability to work effectively from home.
• Opportunities for career advancement, with a focus on promoting from within.
• Access to cutting-edge technology and tools, enabling you to deliver exceptional customer service.
• A dynamic and inclusive work environment, with a focus on diversity, equity, and inclusion.
• Recognition and reward programs, celebrating your achievements and contributions to the team.

• Tip: Ensure your home internet connection is stable and hardwired to meet the technical requirements of the role.
• To stand out, highlight your experience with customer service software and technology, and be prepared to provide specific examples of how you've used these tools to resolve customer issues.
• Practice your active listening and problem-solving skills, as these are key competencies for success in this role.
• Be prepared to discuss your experience with Microsoft Office applications, including Excel, and how you've used these tools to analyze data and drive insights.
• When negotiating salary, consider the value of the comprehensive benefits package and opportunities for professional growth and development.
• Be cautious of roles that require excessive overtime or have unclear expectations, as these can be red flags for burnout and poor work-life balance.
• Consider creating a portfolio of your customer service experiences, including any relevant certifications or training programs you've completed, to demonstrate your skills and expertise to potential employers.