Senior Representative, Digital Technology Support

About the position The position involves handling multi-client calls from customers, customer service personnel, and POS client representatives to resolve inquiries and complex servicing technology issues. The role requires detail-oriented individuals with strong organizational, analytical, and problem-solving skills, as well as excellent communication and interpersonal abilities. Responsibilities • Service incoming calls and emails as needed. , • Troubleshoot customer Web/Internet problems in a Service Center environment. , • Handle calls from customers, customer service personnel, and POS client representatives to resolve general customer service inquiries and complex digital servicing issues. , • Troubleshoot complex servicing technology issues from other departments. , • Escalate, monitor, and track problems in the appropriate trouble management system to ensure timely resolution. , • Demonstrate functional skills to take ownership, troubleshoot, and resolve technical issues in a single customer interaction. , • Maximize each customer experience in an organized and efficient manner. , • Focus on first call resolution with both technical support and customer service interactions. , • Seek opportunities to enhance customer service processes. , • Establish and maintain effective relationships with customers, ensuring first call resolution and appropriate follow-up. Requirements • Minimum 1 year of customer service experience. , • Hands-on experience with MS Office 2010 applications, Internet Explorer, and Outlook. , • Experience with web browser applications. , • Flexibility to work different shifts, including evenings, weekends, and overtime as necessary. Nice-to-haves • Multi-client customer service experience. , • Technical background and/or 1-2 years related technical internet troubleshooting experience. , • Exceptional interpersonal skills with a demonstrated ability to build and maintain rapport with clients and customers. , • Ability to identify and articulate complex ideas and issues clearly. , • Capacity to maintain composure in stressful situations and manage escalated interactions. , • Basic knowledge of security applications including antivirus software and mobile apps. Benefits • Hourly rate range of $22.00 - $28.50/hr USD. , • Eligibility for an annual bonus based on individual and company performance. Apply Job!