Job Description

Elevation Connect – PERFORMANCE FOR PURPOSE

Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model. When people work for a company with purpose, they are driven to out-perform. If you are interested in joining a team that cares about its customers, employees, and your community, please contact us.

Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. These positions are work from home in one of the following states: AL, GA, KS, LA, MI, MO, NC, OH, OK, SC, TN

We have an exciting opportunity as a Bilingual Tech Support Advisor

Tier 1 Tech Support Advisor (Bilingual Spanish) provides technical support including troubleshooting, diagnosing, resolving, and documenting. The Tech Support Advisor provides services to end users remotely with problems or issues related to information technology services including hotspots and mobile devices. Required to provide timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs). Supports and maintains effective relationships with End Users and Direct Customers. Maintains and updates records in tracking databases within established SLAs. Works in tandem with the Sales and Account Management teams.

The ideal candidate is highly energetic and loves providing quality customer service above and beyond what is required.

Overview of daily activities:

• Answer Inbound calls, respond to emails, troubleshoot issues with devices
• Provide exceptional account management and high-quality customer service while assisting with replacing devices, adding/removing, and renewing lines of service
• Maintain expert knowledge of all products, services, reference documents, and processes at a department and client specific level.
• Maintain accurate, thorough records of incoming and outgoing customer communications.
• Escalate calls to appropriate parties as needed to complete a case.

Hours:

• Training will be conducted virtually during the hours of Monday-Friday from 8:30am to 5:00pm MST
• Hours will be scheduled between 8:00am-5:00pm MST, Monday-Friday. Must be available to work any time within this schedule.

Info:

• Pay rate is $15 per hour

Requirements:

• Fluent in English and Spanish languages
• High School Diploma or GED, Some College Preferred
• Excellent Communication Skills (verbal and written)
• Positive Attitude
• Customer focused and results-oriented
• Strong Attention to Detail
• Time-Management Skills
• Self-Motivated
• Ability to handle change and multiple responsibilities
• Empathy
• Excellent digital navigation skills
• Previous Help desk or call center experience preferred

Technology Requirements:

• PC
  • Dual Core CPU (1.5GHz or better)
  • 8GB RAM
  • 20GB Free Disk space o Windows 8.1, or 10
• Macs
  • Intel Core i7, 2.3 Ghz
  • 8GB RAM
  • Mavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12
• Chromebooks and Linux systems are not supported.
• High-speed internet
• Internet connection should support at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)]
• Latency from agent to data center should be under 150ms one-way.
• Wireless connections (wifi) are not supported. Agents should be directly connected to their ISP router thru an Ethernet cable.
• Wired  USB Headset, camera and smartphone (for security ID only) required 

Elevation Connect will ALWAYS contact you directly for any information about your application. We will NEVER ask for fees or personal bank information in the interview process. Please be aware of scams.

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