Senior Technical Support Advisor
| Company | Blackboard |
|---|---|
| Location | Texas, USA, Florida, USA, Nevada, USA, South Carolina, USA, Georgia, USA, Mississippi, USA, Tennessee, USA, Arkansas, USA, Kentucky, USA, West Virginia, USA, North Carolina, USA, Oklahoma, USA, Missouri, USA, Ohio, USA, Indiana, USA, Alabama, USA |
| Salary | $15 – $15 |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Senior |
Requirements
- Computer/Internet savvy, comfortable operating in several applications simultaneously
- Strong technical acumen and problem-solving skills
- Customer-focused mindset
- Ability to work in a team environment with minimal supervision
- Excellent written and oral communication skills, with strong customer service and interpersonal skills
- We require 7 days/week availability. Schedules vary and will be discussed during the interview
- Expertise in supporting MacBook, MacBook Air, MacBook Pro products
- Expertise in supporting Personal Computers/Windows10/ Microsoft Office products
- Strong record of achievement in terms of performance to goals/key success metrics
- Must be at least 18 years of age
- High School Diploma or equivalent combination of education and experience
- Ability to take inbound (voice) phone calls in a conversation-heavy environment
- Full professional proficiency in written and spoken English (equivalent to CEF C1 level or above)
- Must reside within an approved state
Responsibilities
- Answering customer inquiries via phone, chat, and other electronic methods
- Responding to customer requests for product information and assistance
- Resolving customer service issues in a timely and professional manner
- Utilizing computer technology to handle a high volume of calls
- Working closely with team leads, supervisors and contact center managers to ensure customer satisfaction
- Adhering to call script and call center policies
- Managing customer interactions using provided Amazon Web Services (AWS) tools
- Being a people person who enjoys talking to and assisting others and taking pride in providing quality service
- Using your strong people skills to build a genuine connection with customers in a friendly and professional manner
- Listening attentively to customer needs and concerns; demonstrating empathy while maximizing opportunity to resolve product, service, and technical issues
- Navigating multiple applications and researching solutions with ease; troubleshooting medium to complex technical issues, while striving for one-call resolution
- Providing customer support through the following channels: phone calls, chats, email and web tickets
- Working in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers
- Documenting information into web-based ticketing system
- Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
- Handling multiple job tasks at one time and escalating issues in a timely manner
Preferred Qualifications
- A stable employment history, with a minimum of one year at your most recent employer
- Apple Certified MAC Technician (ACMT) Certification
- Previous experience in the education industry and with e-learning technologies
- Relevant technical certifications
- Graduate of a computer science/technology degree program (Associates or higher)
- Candidates able to provide their own equipment are preferred but the ability to provide your own equipment is not considered a requirement for the position