Technical Support Agents | Customer Service Jobs in Dallas | Technical Support Jobs

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Rhonda Douthit

Technical Support Agents

Posted on Oodle - 4 weeks ago

Company:: Telvista

Location:: Dallas, TX

Features & Description

Telvista: Empowering innovation into the next Generation! Come join the Telvista solution in 2010! At Telvista, people make the difference. Whether you are looking for full-time or part-time opportunities, just getting started in or rejoining the workforce, Telvista is an excellent place to learn valuable skills.

Our agent team members are our front line support aiding our clients' customers in a variety of ways through phone, chat and email interaction. They provide 24/7 technical and help desk support, customer service and sales solutions to clients in the retail, computer hardware and software, telecommunications, Internet service providers, and travel and tourism industries.

We encourage a team environment and offer team member recognition programs specific to each client account. We currently offer a benefits package to full-time team members which includes: medical and dental coverage, 401(k), long-term disability, life insurance, paid sick time, paid personal time, tuition reimbursement and paid holidays.

Job Summary:

Answer customer questions and troubleshoot via chat, email and phone customer problems with client specific equipment and applications by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Answers incoming inquiries, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
- Asks effective questions and gathers information to determine source of problems and customer needs.
- Logs on/off customer care system and accesses account files.
- Enters alpha and numeric data via computer keyboard into an automated system accurately.
- Accurately captures all customer and issue related information in the proper database.
- Leads customers through documented process of fixing their client specific equipment and application problems.
- Uses product information, multiple client tools, client specific reference materials, scripting, general technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer problems.
- Stays current with latest technology changes.
Supervisory Responsibilities: This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Qualifications: The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.
Communication: Ability to effectively present technical information clearly and concisely.
Reasoning Ability: Ability to isolate root cause according to prescribed set of guidelines, matching solution to identified issues.
Computer Skills: Ability to listen and respond while keying into automated system. Ability to thoroughly learn client-specific software and hardware (Windows or Mac environment). Able to accurately type 25 wpm. General technology knowledge, including the ability to describe in general terms: operating systems, basic internet navigation, hardware components, software, networking components (video, data, voice), peripherals, and email applications.
Education and/or Experience: Minimum high school diploma or equivalent. Six months customer service experience. One year certificate from technical school or one year related experience and/or training or equivalent combination.

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