Location: USA, Work at home
Job category: Technical Support Agent
Language:
Is this you?
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Are you considered the technical expert for high-end appliances in your home?- Are you the one friends call upon when they need help with their oven, dishwasher, or refrigerator?
- Do you have experience working with field technicians and servicers for luxury brands?
- Do you love helping people and sharing your knowledge?
- Do you want to grow your career with a company that rewards your hard work?
Do you want to improve your work / life balance and work from the comfort of home?
Join our Transcom family as a Work At Home Agent!
- $20.00 per hour USD, plus performance bonuses, and potential increases based on performance
- Benefits - Medical, Dental, Vision, 401(k)
- Paid Vacation Time
- 100% REMOTE - Work-at-Home
- Great Work/Life Balance while developing your career
You’ll be the friendly voice of our client to provide superior service to customers, servicers, field technicians, and dealers for our client's high-end luxury appliance brand. You'll provide support through inbound/outbound calls and emails to support parts identification, help to cross-reference part options, troubleshoot issues with high-end appliances, and identify proactive solutions for consumers and servicers.
We’ve got an exciting career opportunity for you, if you can:
Effortlessly engage with callers, actively listen, analyze, and isolate issues
- Comfortably navigate multiple applications to research solutions
- Multitask in systems while patiently providing step-by-step instructions
- Calmly provide conflict resolution and navigate frustrated customer situations
- Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.
- Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls and emails from customers.
Work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environment
What's In It For You?
- Position as a Transcom employee (not an independent contractor)
- Improved Work / Life balance with paid time off (PTO)
- Health Benefits for you and your family, including: medical, dental, vision
- 401(k) Investment options with employer match opportunities
- 100% work at home, including training
- Ability to develop your skills and grow your career
- An opportunity to work for a company passionate about people
Requirements
At least 18 years or older
- High School Diploma, or equivalent
- Able to successfully pass a criminal background check
- A minimum of five (5) to ten(10) years of experience in a field service environment, preferably working with appliances
- Ability to read and interpret a parts schematic and wiring diagram
- Ability to work within the Hours of Operation: Monday - Friday 8:00am - 8:00pm ET and Saturday 8:00am - 5:00pm ET
- Able to work a full-time work week of 32-40 hours, with overtime opportunities as needed
- Able to maintain 100% strict adherence to the assigned schedule
- Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)
- Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule
- Strong computer knowledge, including ability to accurately type at least 30 wpm
- Excellent English written and verbal communication skills
- Courteous and friendly with high level of professionalism
- Willingness to follow procedures and adhere to policies
- Able to multitask applications while talking to customers on the phone
- Able to thrive in a fast-paced work environment
- Able to actively listen to customer needs and demonstrate empathy
- Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi-task, and concentrate in a prolonged setting.
- Experience in a technical support role or troubleshooting technical issues preferred
- Previous call center and/or work from home experience preferred
- Experience working in a global parts organization preferred
- Must live and work in one of the following states:
Home Office Requirements
Secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift.
- Reliable DSL or Cable Internet
- Connection must be hardwired into a modem/router via ethernet
- (Dial up, Wireless or Satellite internet service cannot be used)
- Minimum download speed 20 Mbps
- Minimum upload speed 2 Mbps
- Ping less than 100 ms
- Ability to provide a wired USB headset
- Webcam (for internal meetings)
- A windows desktop or laptop that meets the minimum requirements (below):
- Minimum CPU Clock Speed – 1.6 GHz (1600mhz)
- Compatible processor (2 cores or higher)
- Incompatible Intel processors (Celeron & Pentium D)
- Incompatible AMD processors (Athlon X2 & Sempron)
- Mobile Processors (denoted as M) are incompatible
- Operating System –
- 64-bit and Windows 10 Professional, Enterprise, or Education
- Minimum Memory – 4GB RAM
- Storage – Hard drive must have at least 10GB of free space
- Ports – Minimum 1 USB 2.0 port
Monitors - Dual monitors preferred
What Life at Transcom is like!
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 60 contact centers across 26 countries, delivering services in 33 languages to international brands in various industry verticals.
Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #10 on their list of the Top 100 companies to watch for remote work in 2023.
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
We are the voice of our clients. We are Transcom.
We are passionate about people and look forward to meeting you!
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