Technical Support Specialist

JOB SUMMARY

Focus Services is seeking motivated dependable individuals to join our team. Our employees enjoy working in an exciting environment that offers excellent advancement opportunities competitive salary and a comprehensive benefits package.

Focus Services is a leader in the call center industry with a dynamic team of employees in 11 contact centers in four different regions of the world.

If you have computer experience from hobby level gamer to prior work experience or an educational background in IT support and you enjoy working with computers routers and network connectivity you will definitely do well as a Technical Support Specialist.

Your mission ... should you choose to accept it ... is to field calls answer questions explain product information and provide customers clarity on their accounts

POSITION TITLE

Technical Support Representative

OVERVIEW

This is an exciting opportunity to join Focus Services Technical Support team. Core job responsibilities include providing technical support to customers with internet television and phone services. Additionally ideal candidates will be responsible for creating accurate interaction notes within the call dispositioning system.

SPECIFIC EXPECTATIONS

• Assist customers with resolving loss of internet connectivity and quality of service issues (WiFi & Wired devices) cable television issues equipment provisioning issues and issues related to phone service (e.g. loss of dial tone quality of service telephone number porting).
• Ability to drive customer issue(s) to resolution during the initial customer interaction.
• Demonstrates the ability to manipulate multiple tools effectively and efficiently (e.g. Knowledge base various tools that assist with issue diagnosis/resolution)
• Based on the customers wants and needs acts as a product consultant articulating appropriate product solutions features and benefits.
• Demonstrate awareness of company policies and procedures utilizes sound judgment and remains within scope of support.
• Follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
• Must be able to work in a fastpaced structured dynamic and high transaction environment with the ability to maintain composure in stressful situations to manage negotiate with and diffuse angry or upset customers.
• Demonstrates the ability and takes ownership to achieve established goals and performance metrics.
• Comfortable adapting to policy and/or procedural changes that are communicated via instructor lead training virtual training email and/or verbally via team huddles.
• Interacts with customers via telephone
• Must be able to wear telephone headset and manipulate objects such as keyboard and mouse for extended periods of time.

QUALIFICATIONS

• High School Diploma or equivalent
• Proficient in Microsoft Windows & Mac OS
• Technical aptitude as it pertains to navigating multiple windows of information
• 1 years of customer service experience in a performance managed environment that is technology focused with high volume troubleshooting via phone or prior gaming experience
• Strong typing and oral communication skills
• Regular and prompt attendance during training and scheduled shifts
• Requires flexibility to work evenings weekends holidays overtime and changes in shift depending on the needs of the business.
• Winning ATTITUDE and DRIVE FOR SUCCESS a must!

INSURANCE BENEFITS & TIME OFF

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off
• Paid Holidays
• Reduced or Flexible Hours
• Family Medical Leave

FINANCIAL BENEFITS

• Excellent base wage
• Daily / Weekly / Monthly Contests and Prizes
• Scholarship Opportunities
• Performance Bonus

PERKS & DISCOUNTS

• Employee Discounts
• Company Social Events
• On the Job & Continuation Training
• Professional Development/Advancement Opportunities
• Volunteer Assistance Program
• Referral Programs
• Tons of food and snacks
• Charity events
• Casual dress code
• Tiered promotional opportunities based on performance
• Individual and Team recognition

WHY WORK FOR FOCUS

Because we believe that where you work matters and will provide you with an enjoyable challenging and rewarding experience in every way. As Focus employees we believe that giving back matters and we are dedicated to providing assistance to our employees their families and the organizations and communities in which they live. Focus Services is dedicated to instilling in its employees a lifetime commitment to educate and inspire people everywhere.

OUR ENVIRONMENT

Focus Services is an open call center layout. We utilize the latest technology and have a diverse and rewarding atmosphere. Focus employees receive daily recognition and are rewarded with sales bonuses raffle prizes cookouts company parties and other social/family events.

Check us out at to learn more about our company history culture and values!

THIS MESSAGE WILL SELFDESTRUCT IN 5 SECONDS ... SO APPLY ASAP!

APPLY ONLINE at Authorizing Check of Employees Credentials In consideration for the examination of my suitability for new or continued employment I hereby authorize Focus Services. (hereinafter the Company) to perform all checks of my credentials as allowed by law including but nor limited to discussions with: supervisors and former supervisors friends business associates or other individuals that the company in its sole discretion believes may have relevant information regarding my suitability for employment or continued employment. I further authorize the Company to perform the following checks of my credentials: Criminal Background Reports Motor Vehicle Report (MVR) Consumer or Investigative Credit Reports Social Security Verification Report and such other reports/checks as the Company deems appropriate. I agree not to assert any claims or causes of action of any kind against the Company its agents its employees or any individual or company contact by the Company arising out of the Companys investigation. I further release and forever discharge the Company its agents its employees and the individuals and companies contacted by the Company as part of its investigation from any and all claims demands damages actions causes of action or suits of any kind or nature whatsoever arising from the Companys investigation of my credentials. I acknowledge that the Company has made no representations of any kind as to whether employment will be offered or continued at the conclusion of its investigation. I hereby acknowledge that I have read the above disclosure statement and understand it. You have the right to make a written request within a reasonable period of time to receive additional detailed information about the nature and scope of any investigation. You may request a copy of any report. You will be notified if a decision not to hire or continue to hire is made based on the information discovered through any of the various reports secured by the Company. Notice This is to inform you that as part of our procedure for processing your suitability for employment we may obtain from a credit reporting agency a consumer report containing financial and other information about you. We comply with the Fair Credit Reporting Act which provides individuals with rights regarding consumer reports and which places specific obligations on employers using credit reports.

Terms of Employment Focus Services is an equal opportunity employer and offers employment opportunities to qualified individuals regardless of their race color religion sex national origin age physical or mental handicap veteran or disabled veteran status and conforms to all applicable laws and regulations. It is understood and agreed upon that any misrepresentation by me in this application will result in cancellation of this application and if employed my employment may be terminated at any time. Furthermore I understand that my employment is atwill which means that just as I am free to resign at any time the employer reserves the right to terminate my employment at any time with or without cause and without proper notice. I understand that no representative of the employer has the authority to make any assurances to the contrary. I give the employer the right to investigate all references and to secure additional truthful information about me if job related. I hereby release from liability the employer and its representatives for seeking such information and all other persons corporations or organizations for furnishing such information. I authorize the company to release to any person firm entity or organization with which I may seek employment in the future any truthful information concerning my work experience with the company. I hereby release and hold the company harmless from any claim for releasing any truthful information within its knowledge and/or records. I hereby voluntarily consent to a physical examination and/or tests to be conducted by companydesignated physicians and/or other appropriate medical personnel. If employment is offered I specifically volunteer for testing to determine the presence of and/or alcohol in my system. I voluntarily authorize the release of the test results to the management of this company for use in determining my eligibility for employment. I understand that only those applicants with a negative drug and/or alcohol test result will be considered for employment. In submitting this application I agree that I have read fully understand and agree to the terms listed above.

Required Experience:

Unclear Seniority