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14 days old

Technical Support Rep

Kelly Services
Springfield, IL 62762
**Job Description**


Our Technical Support Advisors provide support to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues. This is a performance based organization where all calls are recorded, monitored, and reviewed on a daily basis. You will be responsible for support of Computers and Operating Systems, tablets, MP3 players and other technical devices.


Perks of joining KellyConnect:

- Paid training at $12-$14/hr

- After 90 days Advisors are eligible for a one-time $500 Training completion bonus and $250 performance bonus

- Advisor earning potential of $15-$17/hr

- Explosive growth opportunities into departments such as Leadership, Quality Assurance, and Training


Duties and Tasks/Essential Functions:

- Interact with customers in response to inquiries, concerns, and requests about products and services

- Gather customer/product information and determine the issue by analyzing the symptoms

- Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more

- Research using available resources, including article database systems

- Complete required training to stay current with system information, changes, and updates

- Participate in frequent 1:1/classroom video coaching sessions with leadership

- Exemplary attendance and punctuality


**Requirements**


Skill and Knowledge Qualifications:

- Proper phone and chat etiquette, including using client verbiage and positive positioning

- Ability to speak and type clearly and accurately, using proper grammar

- Ability to multitask between customer calls and logging of case notes

- Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance

- Experience with mobile devices (mp3 players, tablets, smartphones)

- Ability to empathize with customers, making them the primary focus of your actions, then tailoring communication to each caller

- Openness to constructive coaching and ability to implement performance objectives

- Willingness to work evenings, weekends, and holidays

- Ability to adjust to constantly-changing technology, processes, and team structures

- Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to others and to the organization.

- Sets high standards of performance for self, assuming responsibility and accountability for successfully completing assignments or tasks


Conditions of Hire:

- High School Diploma

- 18 years or older

- Minimum 6 months customer service experience

- Must provide phone and internet services and quiet work environment, as position is virtual

\#KellyConnect


**Why Kelly** **** **?**



Interested in contact centre opportunities that offer freedom and flexibility, and truly value your skills? We thought so. Were KellyConnectand wherever life takes you, we have great contact centre opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.




**About Kelly** ****



At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.


Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.

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Posted: 2020-10-16 Expires: 2020-11-16

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Technical Support Rep

Kelly Services
Springfield, IL 62762

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