Remote -Technology Technical Support Representative

About the position

As a Technical Support Representative at Teleperformance, you will play a crucial role in delivering exceptional customer service by providing front-line technical assistance to consumers. Your primary responsibility will be to address a variety of customer inquiries, issues, and concerns related to high-speed internet services. You will work in a fast-paced, customer-facing environment where your ability to troubleshoot and resolve technical problems will be essential. In this role, you will support client-specific high-speed internet services, ensuring that customers receive the best possible experience. You will be tasked with troubleshooting internet connectivity and performance issues, assisting customers with their devices, and providing solutions that meet their needs. Your advanced product knowledge will enable you to resolve customer issues effectively, often on the first call. You will also manage a trouble ticket system for user issues, ensuring that all technical problems are addressed in a timely manner. The work environment is collaborative and engaging, allowing you to interact with a diverse range of customers. You will be expected to maintain a positive attitude, demonstrate patience and courtesy, and adhere to all Teleperformance policies and management directives. As you grow in this position, you will have opportunities to advance your career within the company, as many employees have successfully done in the past. Teleperformance is committed to creating a supportive workplace where employees feel valued and inspired to bring their best selves to work every day.

Responsibilities
? Provide front line, first level, technical assistance for consumers.
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? Support client-specific high-speed internet services delivering an exceptional customer experience.
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? Resolve technical problems within a fast-paced, customer-facing environment.
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? Troubleshoot and provide issue resolution assistance with client service and/or device-specific issues including internet connectivity and performance troubleshooting.
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? Support customer needs related to client-specific high-speed internet services and devices including troubleshooting, triage, and additional required resolution techniques.
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? Deliver in-scope support for internet service and connectivity related issues pertaining to operating system, PC, and browser configuration.
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? Demonstrate advanced product knowledge and the ability to solve customer issues.
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? Resolve customer issues on the first call as frequently as possible.
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? Open and manage trouble ticket system for user issues, data network, and OS issues.
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? Be patient, courteous, and friendly with customers at all times.
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? Demonstrate a positive attitude.
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? Address and solve technical problems in a timely manner and complete all work assignments within expected time frames.
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? Adhere to all work schedule assignments.
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? Abide by and support management directives and adhere to all Teleperformance policies.

Requirements
? Over 18 years of age.
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? High School Diploma or equivalent preferred.
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? Comfort with desktop computer systems.
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? Proven oral and written communication skills.
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? Familiarity with personal computers, operating systems, software, and computer terminology.
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? Demonstrated problem-solving skills.
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? Ability to work independently and multi-task.

Nice-to-haves
? Experience in customer service or technical support roles.
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? Knowledge of internet service provider operations and troubleshooting techniques.

Benefits
? Paid Training
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? Competitive Wages
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? Full Benefits (Medical, Dental, Vision, 401k and more)
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? Paid Time Off
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? Employee wellness and engagement programs

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