JP Computer

Work From Home | US - Multiple, United States 

Responsibilities:

• Actively listen to customer needs and offer appropriate education of products and services to prevent churn.
• Respond real time to customer Inbound questions and problems.
• Make outbound calls to touch base with new customers, determine if satisfied or need help, and ensure the customer is satisfied with their new installation.
• Utilize resources to upsell and explain competitive edge.
• Effective use of persuasive techniques to overcome objections. 
• Educate customers in the use of installed products, service offerings, billing, charges, and product features.
• Resolve customer complaints and situations calmly and courteously.
• Troubleshoot and resolve service and technical problems using remote control tools with PC/MAC and tablet.
• Troubleshoot and resolve issues when the customer is using a smartphone app.
• Meets retention, sales and customer service performance metrics.
• Explain and instruct the customer on the value and operation of the product and service.
• Retain customers at high risk for churn.

Skills:

• Can demonstrate active learning skills, ownership and empathy in providing a customer with the service they need.
• Ability to interpret a flow chart to deliver a work process.
• Demonstrated ability to listen, diagnose troubleshoot and solve technical and service related issues.
• Communicate technical directions over the phone to inexperienced computer users.
• Ability to learn new technical concepts quickly.
• Communicate and present complex information effectively on the telephone demonstrating a professional tone, voice inflection and intonation. 
• Strong organizational and multitasking skills.
• Ability to follow written instructions and integrate changes in instruction effectively.
• Strong written communication skills.

Qualifications:

• 1 year of related experience in a customer service and/or technical support environment.
• Understanding of wired and wireless home networks using multiple network technologies such as cable modems, routers, printers, etc. (DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding).
• Working knowledge of computers, smart phones, tablets and other peripheral devices.
• Successfully pass our technical test and complete our interview process.
• Pass an extensive background check.

Pay is 11.00 Per Hour