Transcom
Technical and Customer Experience Advisor - Work From Home - US
Transcom, Bismarck, North Dakota, United States
Overview
Job ID: 4951 Job Category: Technical Support Agent Language Requirement: English Location: Work at Home Position: Technical and Customer Experience Advisor (Transcom employee, not an independent contractor) Description
Join our Transcom Family as a Technical and Customer Experience Advisor. You'll be the friendly voice of our Telecommunications client to support their customers with smartphones, tablets, and computers. You will listen to callers, use your technical expertise, and apply your passion for outstanding customer service to answer questions, troubleshoot technical issues, or assist with services on accounts, enrolling or canceling services, or disputing charges. Call samples provided below show example types of calls you may handle. Call Sample 1: https://dreambroker.com/channel/63uahzra/o30vts80 Call Sample 2: https://dreambroker.com/channel/63uahzra/3blz915a Call Sample 3: https://dreambroker.com/channel/x6ojqbah/epzdpz7d Call Sample 4: https://dreambroker.com/channel/ysuhmltn/h08g77lv What we are looking for: Effortlessly engage with callers, actively listen, analyze, and isolate tech issues Comfortably navigate multiple applications to research solutions Multitask in systems while providing step-by-step instructions with accuracy and timeliness Calmly provide conflict resolution and navigate frustrated customers with a service-oriented mindset Work independently in a fully remote, home-based environment Adhere to a full-time schedule and handle high-volume inbound calls Maintain a professional demeanor while talking to customers for extended periods
Requirements (Mandatory)
At least 18 years old High School Diploma or equivalent Pass a criminal background check Full-time availability of 32-40 hours per week, with overtime as needed Adherence to the assigned schedule Willingness to work varied shifts including evenings, weekends, and holidays Reliable attendance and ability to work full-time hours Strong computer knowledge and ability to type at least 30 wpm Excellent English written and verbal communication Courteous, professional demeanor Willingness to follow procedures and policies Ability to communicate clearly and exchange accurate information Ability to multitask while talking to customers Ability to thrive in a fast-paced, time-pressured environment Active listening and empathy to solve customer problems Experience handling conflict and upset customers Physical ability to sit, type, read, and concentrate for prolonged periods Experience reviewing financial transactions and helping enroll/cancel services or dispute charges (preferred) Experience in a technical support role or troubleshooting technical issues (preferred) Previous call center or work-from-home experience (preferred)
Location & Work Arrangements
Location requirements:
Must live and work in one of the following states: AL, AR, FL, GA, ID, IN, IA, KS, KY, LA, MO, MS, NE, NH, NC, ND, OH, OK, SC, SD, TN, TX, UT, VA, WI, WV. Note: There is a site in Greenville, South Carolina; remote applicants within 50 miles of the Greenville site cannot be considered. Work-at-Home requirements: Transcom provides computer, monitor, and headset; built-in webcam required for training and meetings Quiet, distraction-free home workspace during shift Private room with a door; no shared office space Monitor should not face a window (ground floor) Hardwired internet (DSL, Fiber, or Cable) via Ethernet No dial-up, wireless, mobile hotspot, or satellite internet Minimum speeds: download 20 Mbps, upload 3 Mbps, ping
Applicants may need a home desktop or laptop with Ethernet for typing and speed assessments during application
What Life at Transcom is like: Transcom is a global customer experience specialist with 30,000+ agents across 90 contact centers in 28 countries, delivering services in 33 languages. We hire remote employees in 26 states and 3 Canadian provinces. We are recognized by FlexJobs as a top remote-work company. We are committed to our clients, colleagues, and communities, and value every employee from day one.
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Job ID: 4951 Job Category: Technical Support Agent Language Requirement: English Location: Work at Home Position: Technical and Customer Experience Advisor (Transcom employee, not an independent contractor) Description
Join our Transcom Family as a Technical and Customer Experience Advisor. You'll be the friendly voice of our Telecommunications client to support their customers with smartphones, tablets, and computers. You will listen to callers, use your technical expertise, and apply your passion for outstanding customer service to answer questions, troubleshoot technical issues, or assist with services on accounts, enrolling or canceling services, or disputing charges. Call samples provided below show example types of calls you may handle. Call Sample 1: https://dreambroker.com/channel/63uahzra/o30vts80 Call Sample 2: https://dreambroker.com/channel/63uahzra/3blz915a Call Sample 3: https://dreambroker.com/channel/x6ojqbah/epzdpz7d Call Sample 4: https://dreambroker.com/channel/ysuhmltn/h08g77lv What we are looking for: Effortlessly engage with callers, actively listen, analyze, and isolate tech issues Comfortably navigate multiple applications to research solutions Multitask in systems while providing step-by-step instructions with accuracy and timeliness Calmly provide conflict resolution and navigate frustrated customers with a service-oriented mindset Work independently in a fully remote, home-based environment Adhere to a full-time schedule and handle high-volume inbound calls Maintain a professional demeanor while talking to customers for extended periods
Requirements (Mandatory)
At least 18 years old High School Diploma or equivalent Pass a criminal background check Full-time availability of 32-40 hours per week, with overtime as needed Adherence to the assigned schedule Willingness to work varied shifts including evenings, weekends, and holidays Reliable attendance and ability to work full-time hours Strong computer knowledge and ability to type at least 30 wpm Excellent English written and verbal communication Courteous, professional demeanor Willingness to follow procedures and policies Ability to communicate clearly and exchange accurate information Ability to multitask while talking to customers Ability to thrive in a fast-paced, time-pressured environment Active listening and empathy to solve customer problems Experience handling conflict and upset customers Physical ability to sit, type, read, and concentrate for prolonged periods Experience reviewing financial transactions and helping enroll/cancel services or dispute charges (preferred) Experience in a technical support role or troubleshooting technical issues (preferred) Previous call center or work-from-home experience (preferred)
Location & Work Arrangements
Location requirements:
Must live and work in one of the following states: AL, AR, FL, GA, ID, IN, IA, KS, KY, LA, MO, MS, NE, NH, NC, ND, OH, OK, SC, SD, TN, TX, UT, VA, WI, WV. Note: There is a site in Greenville, South Carolina; remote applicants within 50 miles of the Greenville site cannot be considered. Work-at-Home requirements: Transcom provides computer, monitor, and headset; built-in webcam required for training and meetings Quiet, distraction-free home workspace during shift Private room with a door; no shared office space Monitor should not face a window (ground floor) Hardwired internet (DSL, Fiber, or Cable) via Ethernet No dial-up, wireless, mobile hotspot, or satellite internet Minimum speeds: download 20 Mbps, upload 3 Mbps, ping
Applicants may need a home desktop or laptop with Ethernet for typing and speed assessments during application
What Life at Transcom is like: Transcom is a global customer experience specialist with 30,000+ agents across 90 contact centers in 28 countries, delivering services in 33 languages. We hire remote employees in 26 states and 3 Canadian provinces. We are recognized by FlexJobs as a top remote-work company. We are committed to our clients, colleagues, and communities, and value every employee from day one.
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