Technical Support Representative

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Job description

Customer Technical Support Representative

Seasonal Consulting Job Opportunity

Duration: January 3rd, 2022 to April 2022

Location: Orlando, FL (zip code: 32826)

Rate: $18.00/hr.

Customer Technical Support Representative Summary:

Kelly Technology is working with a wonderful technically sophisticated long-operating software development company that's been established since the 70's! Our client makes hugely successful (3rd largest in the nation) tax software solutions and products! The job will be 100% onsite in their Orlando, FL office site (Covid Vaccine Required, both doses). Every year during their most busy time ---TAX SEASON, they bring on board nearly 30-40 additional Technical Customer Support Professionals for a 4-to-5-month consulting engagement.

Who are they:

• Established, successful tax software development company.
• Incredibly nice people who love what they do and the company they work for.
• Complete PAID training provided on the SW and issue resolution you will be tasked with!!
• The team always has a group of returning members so there is a high chance you could asked back to do this project EVERY YEAR!

When:

• Paid Mandatory Training starts January 3rd, 2022 and contract will go through end of March/April 2022.
• COMPLETELY OPEN 40 hour a week schedule, that offer VERY FLEXIBLE HOURS--scheduled based on your desired start time and business needs -typical set start times could be: 5am, 6am, 7am, 8am, 10am, or 1pm!

Main Skills: CUSTOMER SERVICE, tech-savvy, hard-working, and flexible!

Overview: Primary contact for customers to provide technical support and services for our Tax SW product.

Customer Technical Support Representative Essential Responsibilities and Duties:

• Receive inbound telephone calls, chat messages, and emails on product questions.
• Provide excellent customer service, technical troubleshooting, and problem resolution.
• Provide user-friendly explanations and follow-up using telephone, emails, and/or chat, and in person communication.
• Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction.
• Open trouble tickets using the trouble ticking tool (CSR) and document action steps and resolutions including follow-up.
• Ensure issues are fully documented within the CSR (trouble ticket tool) application that allows for seamless escalation to other personnel as required.
• Use professional judgment to resolve a problem.
• Escalate customer concerns as necessary to management, as required.
• Serve as liaison between customers and other personnel. Communicate problems and trends to team for internal resolution.
• Tier 2 or 3, you will assist and communicate with Tier 1 seasonal technical support and resolve reported problems.
• Provide assessment of existing systems and recommend improvement.
• Develop technical solutions to be posted to both internal and external knowledge base.
• Software testing of new and enhanced software applications.
• Perform other duties as assigned

Customer Technical Support Representative Minimum/Essential Qualifications:

• Ability to respond to customers inquiries and complaints; ability to solve problems in a timely and friendly manner; ability to effectively present information to coworkers and management; excellent verbal and written skills; excellent telephone skills; work well in a team environment.

Customer Technical Support Representative Preferred Skills:

• High School Graduate or AA in computer science or business administration or equivalent experience.
• 0-3 years software technical support in a call center environment.
• 0-3 years windows XP/2, Internet Explorer/Browser, Modems, Network Functions and Configurations and Software Applications.

The Managed Solutions practice within Kelly Outsourcing and Consulting Group (KellyOCG ® ) is one focus within the full array of Kelly Services® workforce solutions.

Kelly Services has transformed from the staffing industry pioneer to a leading workforce solutions provider. KellyOCG is the distinguished outsourcing and consulting segment of Kelly Services, known for applying a forward-looking approach that enables companies to make strategic workforce planning decisions that impact their business and competitive advantage.

The Managed Solutions practice area of KellyOCG is dedicated to partnering with clients to architect and implement solutions that put them in a position to meet their operational obligation to their organization and freedom to focus on their more strategic business needs.

As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Visit kellyservices.com and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.

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