Remote -Technology Technical Support Representative
Category :
Customer Service/Support
• *About TP** • *TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.** • *With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.** • *Benefits of working with TP include:** +
Paid Training
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Competitive Wages
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Full Benefits (Medical, Dental, Vision, 401k and more)
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Paid Time Off
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Employee wellness and engagement programs
• *TP and You** • *Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.** • *As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.** • *Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!** • *At this time, TP can only offer employment to individuals located in the following states: AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY.** • *Your Responsibilities** • *As a Technical Support Representative, you will be responsible for finding innovative ways to respond to varying questions, issues, and concerns.** +
Provide front line, first level, technical assistance for consumers
+ Supporting Client specific high speed internet services delivering an exceptional customer experience +
Resolve technical problems, within a fast paced, customer facing environment
+ Troubleshooting and issue resolution assistance with Client service and/or devices specific issues including internet connectivity and performance troubleshooting. + Supporting customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques. + Deliver in scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration. +
Demonstrate advanced product knowledge and he ability to solve customer issues.
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Resolve customer issues on the first call as frequently as possible.
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Open and manage trouble ticket system for user issues, Data Network, OS issues.
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Be patient, courteous and friendly with customers at all times.
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Demonstrate a positive attitude.
+ Address and solve technical problems in a timely manner and complete all work assignments within expected time frames. +
Adhere to all work schedule assignments.
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Abide by and support management directives and adhere to all TP policies.
• *What We're Looking for** +
Over 18 years of age
• *What We Prefer** +
HS Diploma or equivalent
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Comfort with desktop computer system
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Proven oral & written communication skills
+ Familiarity with personal computers, operating systems, software, and computer terminology +
Demonstrated problem solving skills
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Ability to work independently and multi-task
• *Key Competencies:** +
Process Excellence:
Demonstrate commitment to following established procedures and be customer service driven. +
Collaboration:
Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals. +
Communication:
Outstanding communication, listening, and analytical skills.
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Organizational Skills:
Strong organizational and problem-solving skills.
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Emotional Intelligence:
Ability to prioritize tasks and work well under pressure while remaining focused.
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Open-Mindedness:
Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts. +
Critical Thinking:
Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making. +
Solution-Oriented:
Proactive approach to problem-solving with a focus on creating a positive customer experience. • *Work from Home Requirements:** +
Internet Requirements:
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Minimum subscribed download rate equal or exceeds 25.0 Mbps
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Minimum subscribed upload rate equal or exceeds 10.0 Mbps
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ISP must have no packet loss and ping under 30ms
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Internet connections cannot be Satellite, Mobile Data (5G, 4G, 3G hotspots), P2P or VPN
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Proof of internet details required
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Clean and quiet workspace
• *Be Part of Our TP Family** • *It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.** • *EOE/Disability/Vets** Apply tot his job Apply To this Job