Experienced Technical Customer Care Representative I (Entry-Level) – Remote Work-at-Home

At careerzynith, we're passionate about delivering exceptional customer experiences that drive business growth and success. As a leading Business Process Outsourcing (BPO) company, we specialize in tailored solutions that meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we've established ourselves as a trusted partner in the industry.

We're seeking an experienced Technical Customer Care Representative I to join our team of talented professionals. As a key member of our customer support team, you'll play a vital role in providing world-class customer service to our clients across the country. If you're a motivated, customer-focused individual with a passion for technology and problem-solving, we encourage you to apply.

• *About careerzynith**

careerzynith is a dynamic and rapidly growing company that's committed to innovation and excellence. With a diverse range of services and solutions, we help our clients take on their CX and DX challenges differently. Our team of experts is dedicated to delivering exceptional experiences and driving optimal performance for our clients.

• *Job Summary**

As a Technical Customer Care Representative I, you'll be responsible for providing technical support to our clients, troubleshooting VoIP Phones, Data Gateways, and High-Definition (HD) Video service disruptions. You'll interact with hundreds of customers each week, resolving support issues and ensuring a best-in-class customer experience. This is an exciting opportunity to join a dynamic team and develop your skills in a fast-paced, customer-focused environment.

• *Key Responsibilities**

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Troubleshoot data, video, and voice (VoIP Phone) service disruptions with a focus on first call resolution by problem-solving and effective call handling
• Ownership of resolving the customers' reason for contacting Tech Support
• Leverage multiple systems to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed
• Comfortable using a Knowledge Base system in conjunction with your call handling
• Accurately document customer interaction and code the appropriate call type in the client Customer Relations Management System (Remedy)
• Utilize knowledge base and training to effectively troubleshoot a customer's situation as it relates to Data, Video, and VoIP Phone system
• Accurately document customer interaction while following all required policies and procedures
• A strong desire to provide world-class customer service every time you're interacting with our customers
• Comply with requirements surrounding confidential information and personal information
• Self-starter who stays up to date on ad hoc training activities
• Adhere to all attendance and work schedule requirements

• *Qualifications**

• Must be 18 years of age
• High school diploma or equivalent
• Understand the basics of VoIP Phone systems, internet gateways, and HD video
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (30+ words a minute)
• Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Understanding Windows operating system
• Highly reliable with the ability to maintain regular attendance and punctuality
• An aptitude for conflict resolution, problem-solving, and negotiation
• Must be customer service-oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage utilizing multiple tools to address the customer's questions
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change is constant
• Excellent interpersonal skills and the ability to build relationships with your team and customers

• *Preferred Qualifications**

• One (1) year of experience in customer service or Tier II, technical support
• CompTIA IT certification

• *Work Environment and Culture**

careerzynith is committed to creating a work environment that's inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we're dedicated to providing opportunities for growth and development. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us.

• *Benefits and Perks**

• Paid Time Off Earn PTO and paid holidays to take the time you need
• Incentives & Rewards Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings Secure your future with retirement savings programs, where available.
• Disability Insurance Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance Access life insurance options to safeguard your loved ones.
• Career Growth With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code Be comfortable while you work.

• *Compensation and Benefits**

careerzynith takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

• *How to Apply**

If you're ready to join a company that recognizes your contributions and supports your growth, careerzynith is the place for you. Apply today and take the first step towards a rewarding career in customer service!

• *Equal Employment Opportunity**

careerzynith is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, diverse, and supportive. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us.

• *Accommodations**

Consistent with the Americans with Disabilities Act (ADA), careerzynith is committed to providing reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

• *Disclaimer**

The purpose of this job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.

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