Technical Customer Service Representative (Remote)

Job description

VIPdesk Connect is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. At VIPdesk Connect, we are passionate about delivering “more human” customer service. Our core values are central to how we do business. That’s why we have partnered with some of the world’s best iconic brands to provide an elevated customer experience. The Technical Customer Service Representative is responsible for providing an authentic, world-class customer experience for our clients’ customers via phone, email, and chat with the phone as the primary focus and channel. The Technical Customer Service Representative is dedicated to providing customer care and technical support for a company focused on parenting and infant wellbeing. This includes providing services on their intelligent products and applications on iOS and Android platforms, providing information on products and offerings, processing purchase requests, sharing relevant policies, and managing escalated issues to resolution. They utilize a variety of resources, tools, and information to navigate customer accounts, research, and review policies courteously and professionally. This position requires an empathetic, action-oriented, and flexible problem-solver to provide an elevated and personalized customer service experience that supports and reinforces brand standards—always with a focus on providing best-in-class customer service. ***This is a remote, work-at-home position.*** ### What You’ll Do - Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, and email with phone as the primary focus and channel - With a high level of expertise, positive energy, and a can-do spirit, represent a diverse lineup of products and brands committed to customer service excellence - Create positive customer touchpoints via phone, chat, e-mail, 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 - Conducts 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. ### What You’ll Need - 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 with 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 - A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, DUAL monitors, router, modem, webcam, and a computer system that meets VIPdesk Connect 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 Qualification - Experience in a virtual contact center environment - Experience with troubleshooting apps on both iOS and Android platforms preferred