Email/Chat Support Technician

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Job description

5 Month Contract - January to May

Description:

As a Chat Customer Care Agent, you will play an important role in delivering a positive experience that unlocks every

tax advantage for our customers by leveraging your customer service and technical expertise along with your

exceptional communication and interpersonal skills.

Responsible for support for the product lines and related processes.

Provide timely chat support requests to customers.

Provide professional and friendly support to all external and internal customers.

Provide product and service information.

Handle three (3) customers' chats simultaneously.

Troubleshoot and research customer issues utilizing defined processes and procedures.

Redirect customers on chat to the appropriate departments by referring them to a phone call.

Perform duties and responsibilities to meet KPIs.

Recognize, document, and alert the lead staff of trends in customer chats.

Follow up on customer chats as needed.

Recommend responses for the knowledge database and send them to the lead for review/creation.

Promote teamwork and foster collaboration.

Convey a professional and positive image internally and externally.

The scope of product (technical) support includes navigation, connectivity, compatibility, usability, and general

product knowledge.

Ability to operate multiple system applications and screens at the same time.

The capability of utilizing resources provided for quick issue resolution.

Use the equipment and applications provided to interact with customers.

Additional Skills & Qualifications:

Knowledge and work experience with browser-based applications is a plus.

Experience with online tax software - preferred.

Exceptional communication and interpersonal skills are essential.

Call Center experience - preferred.

Strong troubleshooting and problem-solving skills.

Typing skills - 30+ WPM - preferred.

2+ years of experience with Internet browsers & Microsoft Windows operating systems - preferred.

Ability to work effectively within a team environment to accomplish goals.

Ability to work well under pressure and meet deadlines with minimal direction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

EXPERIENCE AND CREDENTIALS

Excellent written and verbal communication skills.

Positive attitude.

Detail-oriented.

Strong organizational/time management skills and multi-tasking abilities

KNOWLEDGE

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal

services. This includes customer needs assessment, meeting quality standards for services, and evaluation of

customer satisfaction.

English Language - Knowledge of the structure and content of the English language including the meaning and

spelling of words, rules of composition, and grammar.

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files

and records, and other office procedures and terminology.

SKILLS

Writing Skills - ability to clearly communicate in a professional manner.

Speaking - Ability to speak to others to convey information effectively.

Service Orientation - actively looking for ways to help people.

Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.

Critical Thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions,

conclusions, or approaches to problems.

Proficiency in Microsoft Office products.

Proficient with basic PC

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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