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TECH SUPPORT SPECIALIST


Gloucester, MA
ID: 2018-1872
Updated Date:
Department: Technical Support Agent (TSA)
Type: Part-Time and Full-Time
Schedule: Multiple Schedules Available
Wage Description: $12.00/hr. - $14.00/hr. - Wage + Bonus
Bonus:
Education: High School Diploma/GED
Min. Years Experience: 0
POSITION OVERVIEW
We are looking to hire a talented Technical Support Specialist. You'll be working on a team with other like-minded Technicians who are responsible for providing technical support by phone, email, and remote desktop connection to our clients to help resolve software and hardware issues. We're looking for someone who is exceptionally smart, creative, driven, and enjoys working with other people that have these same qualities. We are looking for someone with excellent communication skills (both written and verbal).
SCHEDULE
As a 24/7 contact center, OnBrand24 is able to offer a wide range of shifts. Work with our talent acquisition team to find the right schedule for you.
POSITION RESPONSIBILITIES
WHAT IS A TECH SUPPORT SPECIALIST AND WHAT DO THEY DO?
In this role you will be responsible for handling inbound customer service inquiries using state of the art contact center technology and customer experience methodology. As a highly trained expert on products, technology and business process you will work on behalf of some of the most recognized brands in the world. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services and ensure best in class customer experience. In addition to being the best in the business when it comes to customer interactions you will need to be confident, fully engaged, a team player and dedicated to bringing a positive and enthusiastic outlook to work each day.
KEY RESPONSIBILITIES

  • Listen to and resolve customer issues

  • Utilize systems and technology to complete account management tasks

  • Analyze and troubleshoot products and process when interacting with customers

  • Appropriately escalate to next level of support when needed

  • Ensure first call resolution through problem solving and effective call handling

  • Troubleshoot and provide technical problem resolution for software and hardware used by our clients via phone, email, and remote desktop connection

  • Participate in the on-call rotation shared between the other technicians, providing the same level of support to our client's after hours

  • Provide internal helpdesk support throughout all departments which may include installing/uninstalling software, replacing hardware, virus/malware prevention and removal, general VoIP and network maintenance

  • User account administration, including setting up Active Directory accounts, user mailboxes, distribution groups, and resetting passwords

  • Review open issues on a daily basis via helpdesk ticketing system, updating team members, management, and clients on the status of their cases, ensuring timely entry, updating, and closure of all tickets

  • Establish effective lines of communication with other Paramount teams and management to ensure client cases that require immediate attention are resolved

  • Maintain a calm and professional demeanor at all times, even with the occasional challenging client

  • Create and maintain process and troubleshooting documentation


CANDIDATE QUALIFICATIONS
OnBrand24 provides all new employees with a paid world class training. Qualified candidates will be willing to learn new products, processes and technology. Candidates should be positive, driven and confident individuals that will represent the company and its customers professionally at all times. Experience in customer care, sales or phone based roles is a plus but not required. Other job requirements are:

  • High school diploma or equivalent

  • Must have the ability to learn customer service software applications

  • Must be proficient with basic PC skills

  • Ability to multi-task in a fast paced environment

  • Highly reliable

  • Minimum 18 years of age

  • Previous experience in retail, bartending, receptionist roles, phone jobs, sales, purchasing, hospitality, customer service, food service, or office/administrative roles is a plus, but not required since we train all new employees for the job.


COMPENSATION DETAILS
INTERESTED IN WORKING SOMEWHERE WITH BEST-IN-CLASS TOTAL REWARDS?
At OnBrand24, we believe that hard work should pay off, so we make sure that our compensation and rewards are exceptional. Our people are not just employees; they are our business, our most important resource.
Wage
Standard starting compensation includes a base hourly wage commensurate with experience. Yearly reviews and raises are awarded based on tenure and performance, so our employees can make more each year.
Benefits/Office Perks
PTO, Professional work environment, health insurance and 401K, fun & friendly environment.
ABOUT US
WE BELIEVE THAT HAPPY EMPLOYEES ARE CRITICAL TO THE CUSTOMER EXPERIENCE.
OnBrand24 is a premier call center providing full-service outsourcing solutions for our clients. Named to the Inc. 5000 list of the Fastest-Growing Private Companies in America three years in a row, we offer a dynamic, flexible work environment employing top talent. We have more than 30 years of experience, and we represent a diverse group of clients across multiple industries and markets.
OnBrand24 was founded in 1981 to provide a complete array of call center services: call center customer service, order processing, Tier 1 help desk, lead generation, appointment setting, customer win-back, and customer/market research surveys. Since 1981 we have worked with hundreds of inbound call center and outbound call center clients.
Our Mission is to provide an environment and culture that empowers our agents and management team to represent our client's brands passionately. Our people are our product, and
we have developed an employee-centric culture at OnBrand24 to support the high employee morale, engagement, and satisfaction of our most valuable resource. We promote our management staff from within and offer excellent benefits resulting in a low turnover rate and excellent morale throughout the company.
Headquartered in Beverly, MA, OnBrand24 is a leading Massachusetts call center with facilities also in Savannah, GA, and Portsmouth, NH. OnBrand24 has clients throughout the U.S., Canada, and the U.K.
To learn more, visit us our careers page.

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