Product Support (Telehealth)
Do you like helping people? Is a fast-paced environment more your speed? We're looking for experienced customer support associates with a drive to ensure the best customer experience possible. You must be able to work at top speeds on the phone and the computer simultaneously. Check out our opportunity below!
We are looking for compassionate individuals interested in being part of an essential support team in the field of health care. Our associates play an important role in helping individuals access telehealth services. This includes enrollment, password resets, website and app assistance and troubleshooting, and more.
If you're an individual that is passionate about helping others, we encourage you to apply with Five Star Call Centers!
This position is work-at-home for individuals living in the state of Georgia. We have a Bring Your Own Device or equipment can be sent you option. Details below.
Qualifications
Previous 1 year product support or trouble shooting experience required
Technical experience strongly preferred, emphasis in web and app support
Prior 1 year call center experience preferred
Knowledge and previous use of ticketing systems i.e., Salesforce
Previous remote work from home experience preferred
Ability to work independently and utilize resources to resolve customer issues
Type 40+ words per minute with 96% accuracy
Strong phone and verbal communication skills along with active listening
Understanding of contact center support metrics and ability to implement actions for improvement
A background check applicable with state and federal laws is required
Equipment Provided Option - Equipment will be shipped to you. Available to Full time only.
Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Company will provide equipment
Bring Your Own Device (BYOD) Option - This position requires you to provide your own equipment and workspace. Available for Full or Part time.
Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.)
Hardware/Software Requirements:
Processor: Intel® Core™ i5 5200 Series or greater
Memory: 8GB on Windows 8.1 / 10 64 bits
Screen Resolution: 1280x768 or higher, dual monitors required.
USB headset
Click here for an example
No Chromebooks, netbooks, or any type of tablet (Must be a laptop or a desktop)
Up-to-date antivirus software must be installed on the platform and a recent scan completed. (Will be checked prior to allowing login to system)
Firewall must be enabled (Will be checked prior to allowing login to system)
Click her for the BYOD policy for full detailed list of requirements
Responsibilities
Express genuine empathy and concern for your customers issues and address as if they were your own
Answers, evaluates and prioritizes requests from customers having questions or experiencing problems with services or products
Ability to identify high-risk customer situations and escalate appropriately without hesitation
Able to utilize required scripting to ensure accurate verification and resolution
Able to work off script, as needed, probing for additional information
Accurately document all required information and call details in the ticketing system
Responds to and resolves open issues in an appropriate timeframe
Ability to identify trends related to systems, platforms and/or customers and escalate appropriately to management
Ability to multi-task using multiple systems
Skillfully change from one task to another without loss of efficiency or composure
Be available at your desk, maintaining punctuality and attendance at all scheduled times
Remain positive and professional in all customer interactions
Flexibility to cross train as requested
Pay & Benefits
Starting pay - $13/hour, plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance
Shifts between - 7:00am-12:00am (EST) ; Work Days - Mon-Fri & Every Other Weekend (day off during the week on wkd rotation)
Such as 7a-330p, 8a-430p, 9a-530p, 10a-630p, 130p-10p and 330p-12a
Paid Training - typically 2 weeks in length from 9:00am-6:00pm Mon-Fri (EST)
Status - Full Time ; 40 hours, Benefit eligible 1st of month after 60 days - click to see benefits-at-a-glance & Part Time - 20-30 hours (min of 20 hrs, must participate in BYOD option)
The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job. Click here to read the full description.
Not Your Ordinary Call Center.TM
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