Customer Service and Support Representative - Onsite

Position : Customer Service and Support Representative - Onsite Location : San Antonio, TX

Job Id : 1338 # of Openings : 15 GlowTouch, LLC, a UnifyCX Company is looking for extraordinary Customer Service and Support Representatives to join our motivated and ambitious team in San Antonio, Texas.

What Will You Do? As a Customer Service and Support Representative , you will be the first point of contact to provide customer service and support to customers via phone, chat, email, and / or ticketing portal.

Your primary goal is to ensure the fastest and easiest resolution while delivering an exceptional customer experience during every interaction.

You will handle a wide range of technical support inquiries, from routine matters like password resets to more complex product questions and support issues.

Your role will involve troubleshooting, creating support tickets, and delivering customized solutions while prioritizing empathy and understanding for the clients you're assisting.

We pride ourselves on providing exceptional customer service, and we need the best of the best." Our culture is very fast paced, constantly changing, collaborative, and positive.

We are seeking smart, motivated professionals with warm and welcoming personalities who can thrive in an exciting, unique IT call center environment.

Ideal candidates for this position will be analytical but with an empathetic customer service attitude. We are hiring individuals who are intelligent, dependable, and ready to take their career to the next level with a growing company.

The position will be located in our call center at the Project CoWork Building, 11103 West Ave, San Antonio 78213. This position is eligible for Work from Home after 90 days of employment, as long as key metrics are hit.

This is subject to change. In this role you will :

• Handle a high volume of customer contacts in a professional manner
• Create work order tickets while responding to client requests via phone, chat, emails, and ticketing portal
• Provide technical solutions with empathy and understanding for the clients' needs
• Provide exceptional customer service in every interaction
• Be skilled in multi-tasking while effectively navigating across multiple technology platforms and systems
• Maintain customer records by updating account information
• Understand and work with a sense of urgency
• Have a willingness to help and solve issues

Who You Are : To be considered, candidates are expected to have the following :

• To be considered, candidates are expected to have the following :
• At least 1+ year Customer Service experience required.
• Strong computer knowledge, familiarity with Microsoft Office, and Google applications or comparable technology is preferred
• Understanding of ticketing systems
• Exceptional communication skills with an emphasis on empathy and understanding
• Critical thinking and logical prioritization skills
• Ability to thrive and remain positive in a constantly changing environment
• One or a combination of the following will be taken into consideration in lieu of direct call center experience : training, military experience, and / or education.

One or a combination of the following will be taken into consideration in lieu of direct call center experience : training, military experience, and / or education.

Who We Are : GlowTouch, LLC, a UnifyCX Company is a Louisville-based company that provides personalized contact centers, business processing, and technology outsourcing solutions.

In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.

Education : High School Diploma or equivalent educational experience is required. Location : Project CoWork Building, 11103 West Ave, San Antonio 78213.

Job Type : Full Time Hours : Current hours of operations are 24 / 7 days a week (8-hour schedules). (1) Weekend day will be required within the schedule.

Training Hours : M-F - 8 : 30 AM 5 : 00 PM CST WOW duration : 3 days (New Employee Orientation) Program training duration : 2 weeks Nesting duration : 1 week Production Schedule : Upon completion of the training and nesting period, all employees will be assigned a production schedule.

Production schedules will be assigned by the training team and based on business needs. The training and program management teams cannot consider employee schedule preferences.

Pay : $18.00 per hour Additional Program Perks :

• 9pm to 6am weekdays receive a shift differential at rate of $1 per hour.
• All weekend time receive a shift differential at rate of $1 per hour on shift dif.
• An additional $1 per hour worked incentive for 95% attendance met in a month.
• Plus, a $60 monthly transportation bonus : Transportation bonus is adjusted based on absenteeism, it ranges if at 100% it's $60, if 95 to 99% it's $30.

Benefits : GlowTouch, LLC, a UnifyCX Company offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options.

GlowTouch, LLC, a UnifyCX Company is a certified woman-owned business and an EOE employer that welcomes diversity.