Technical Support Specialist

JOB SUMMARY

Focus Services is seeking motivated, dependable individuals to join our team. Our employees enjoy working in an exciting environment that offers excellent advancement opportunities, competitive salary, and a comprehensive benefits package.

Focus Services is a leader in the call center industry with a dynamic team of employees in 11 contact centers in four different regions of the world.

If you have computer experience from hobby level gamer , to prior work experience, or an educational background in IT support, and you enjoy working with computers, routers, and network connectivity, you will definitely do well as a Technical Support Specialist .

Your mission ... should you choose to accept it ... is to field calls, answer questions, explain product information, and provide customers clarity on their accounts

POSITION TITLE

Technical Support Representative

OVERVIEW

This is an exciting opportunity to join Focus Services Technical Support team. Core job responsibilities include providing technical support to customers with internet, television, and phone services.

Additionally, ideal candidates will be responsible for creating accurate interaction notes within the call dispositioning system.

SPECIFIC EXPECTATIONS

Assist customers with resolving loss of internet connectivity and quality of service issues (Wi-Fi & Wired devices), cable television issues, equipment provisioning issues, and issues related to phone service (e.

g., loss of dial tone, quality of service, telephone number porting).

• Ability to drive customer issue(s) to resolution during the initial customer interaction.
• Demonstrates the ability to manipulate multiple tools effectively and efficiently (e.g., Knowledge base, various tools that assist with issue diagnosis / resolution)
• Based on the customers wants and needs, acts as a product consultant, articulating appropriate product solutions, features and benefits.
• Demonstrate awareness of company policies and procedures, utilizes sound judgment, and remains within scope of support.
• Follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
• Must be able to work in a fast-paced, structured, dynamic and high transaction environment, with the ability to maintain composure in stressful situations, to manage, negotiate with, and diffuse angry or upset customers.
• Demonstrates the ability and takes ownership to achieve established goals and performance metrics.
• Comfortable adapting to policy and / or procedural changes that are communicated via instructor lead training, virtual training, e-mail, and / or verbally via team huddles.
• Interacts with customers via telephone
• Must be able to wear telephone headset and manipulate objects such as keyboard and mouse for extended periods of time.

QUALIFICATIONS

• High School Diploma or equivalent
• Proficient in Microsoft Windows & Mac OS
• Technical aptitude as it pertains to navigating multiple windows of information
• 1+ years of customer service experience in a performance managed environment that is technology focused with high volume troubleshooting via phone or prior gaming experience
• Strong typing and oral communication skills
• Regular and prompt attendance during training and scheduled shifts
• Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.
• Winning ATTITUDE and DRIVE FOR SUCCESS, a must!

INSURANCE BENEFITS & TIME OFF

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off
• Paid Holidays
• Reduced or Flexible Hours
• Family Medical Leave

FINANCIAL BENEFITS

• Excellent base wage
• Daily / Weekly / Monthly Contests and Prizes
• Scholarship Opportunities
• Performance Bonus

PERKS & DISCOUNTS

• Employee Discounts
• Company Social Events
• On the Job & Continuation Training
• Professional Development / Advancement Opportunities
• Volunteer Assistance Program
• Referral Programs
• Tons of food and snacks
• Charity events
• Casual dress code
• Tiered promotional opportunities based on performance
• Individual and Team recognition

WHY WORK FOR FOCUS?

Because we believe that where you work matters and will provide you with an enjoyable, challenging, and rewarding experience in every way.

As Focus employees we believe that giving back matters and we are dedicated to providing assistance to our employees, their families, and the organizations and communities in which they live.

Focus Services is dedicated to instilling in its employees a lifetime commitment to educate and inspire people everywhere.

OUR ENVIRONMENT

Focus Services is an open call center layout. We utilize the latest technology and have a diverse and rewarding atmosphere.

Focus employees receive daily recognition and are rewarded with sales bonuses, raffle prizes, cookouts, company parties, and other social / family events.

Check us out at to learn more about our company history, culture, and values!

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