Job Description

Have You Heard Of Us Yet?

Maybe not, but it’s likely that we’ve touched your life through some of our top clients! We’re a global firm that specializes in helping build trust and earn loyalty in an ever-changing world. We create meaningful interactions that connect our clients with their customers in more powerful ways. We’ve changed the game in customer engagement within our call center experiences!

Job Description

Agents will be responsible for receiving inbound calls and troubleshooting customer issues with the goal of utilizing available tools to provide single call resolution and maintaining the utmost in customer satisfaction. Agent will need to be articulate, patient, and possess the ability to explain a wide range of technical concepts to customers of varying degrees of aptitude while maintaining a pleasant disposition.

Requirements

Demonstrated ability to:

• Clear written communication skills defined as the ability to clearly document symptoms, troubleshooting steps and compose professionally written emails/escalations while typing at least 30 words per minute.
• Clear verbal communication skills defined as the ability to speak clearly in English and educate and guide customers, of all technical skill levels, through support interfaces and troubleshooting processes
• Ability to provide “best in class” customer experience, professionalism and courtesy as well as a sense of confidence and ownership in resolving customer issues.
• Customer service skills defined as the ability to probe and identify customer needs, to inform and educate the customer through the support process, to use resources to quickly identify resolutions and resolve customer issues and to empathize and / or diffuse potential escalated customer complaints. An ability to control a support conversation while matching the customer’s sense of urgency is vital.
• Ability to multitask defined by speaking on the phone, utilizing multiple applications for research and typing at the same time.
• Adapt to change in product, processes, and last minute updates with ease in a fast paced, team environment
• Experience using one or more application store(s) (Purchase/Restore/Account Management/App Installation) including iTunes (iOS), Google Play/Amazon App Store (Android), Blackberry App World (Blackberry), and Windows Marketplace (Windows Phone)
• Experience troubleshooting iOS (iPhone/iPad/iPod Touch), Android (Handset/Tablet), Kindle, Blackberry (Handset), or Windows Phone (Handset) devices // mobile connectivity (cellular/WiFi)
• High school diploma or GED Excellent Benefits & Performance Incentives

Company Description

People make our world go around. Delivering best-in-class marketing requires a wide range of skills, which is why we’re always keen to connect with brilliantly talented individuals—just like you. Innovators, free thinkers, geeks, disruptors, awe-inspiring creatives, number lovers, big-picture thinkers or detail obsessives. If great marketing floats your boat and you’re passionate about producing outstanding work, every time, you’ll fit in perfectly as part of our 3000+ strong global team.