Experienced Technical Customer Service Representative – Remote Customer Support for careerzynith

At careerzynith, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a certified B-Corp and women-owned corporation, we're committed to team member happiness and creating a supportive workplace where our employees can thrive. We're seeking an experienced Technical Customer Service Representative to join our remote team and provide world-class customer support for our clients' customers.

• *About careerzynith**

careerzynith is a leading provider of customer experience solutions, partnering with iconic brands to deliver elevated customer experiences. Our core values are central to how we do business, and we're dedicated to creating a culture that cares. We believe brand loyalty is earned with every customer interaction, and we're committed to fostering a supportive workplace where our team members can connect with customers, human to human.

• *Job Summary**

As a Technical Customer Service Representative, you'll be responsible for providing an authentic, world-class customer experience for our clients' customers via phone, email, and chat. You'll be the primary point of contact for customers, handling their requests and interactions with a high level of expertise, positive energy, and a can-do spirit. You'll utilize critical thinking skills to analyze information, provide accurate troubleshooting, and diagnose and resolve issues following best practices and guidelines.

• *Key Responsibilities**

• Handle customer requests and interactions on behalf of careerzynith clients via phone, chat, and email with phone as the primary focus and channel
• Represent a diverse lineup of products and brands committed to customer service excellence with a high level of expertise, positive energy, and a can-do spirit
• Create positive customer touchpoints via phone, chat, email, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy
• Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines
• Assist with device installation, app setup, and configuration
• Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration and escalating complex problems to higher support levels when necessary
• Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies
• Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.
• Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace

• *Essential Qualifications**

• 1+ years of demonstrated experience and success in customer service
• High School diploma or equivalent
• Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the ability to learn new technology quickly
• Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics
• Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS or chat
• Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges
• Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals
• Able to accurately document customer interaction details with limited errors
• Can type at least 35 WPM with proper spelling and grammar
• A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets careerzynith policies and maintenance requirements, including system upgrades as applicable, which may change over time
• Currently reside in AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI

• *Preferred Qualifications**

• Experience in a virtual contact center environment
• Experience with troubleshooting apps on both iOS and Android platforms preferred

• *Training and Development**

Virtual training starts January 24, 2025, from 11:30 am–6:30 pm ET, Monday–Friday. Training is paid.

• *Compensation and Benefits**

$16.00 per hour for a Technical Customer Service Representative, Level 1.

Our benefits package for full-time team members includes, but is not limited to, medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insurance.

• *Work Environment and Culture**

At careerzynith, we believe in creating a supportive workplace where our team members can thrive. We're committed to fostering a culture that cares, where our employees can connect with customers, human to human. We believe in creating a workplace where our team members can innovate, be creative, and be happy.

• *Equal Employment Opportunity**

careerzynith is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. We're committed to creating a workplace where our employees can feel comfortable sharing ideas, and where we listen to one another. We believe in creating a workplace where our employees can grow and develop, and where we can achieve our goals together.

• *How to Apply**

If you're passionate about delivering exceptional customer experiences and want to join a team that cares, apply now!

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