Remotehey

MRF: 779

Is This YOU? Then We Want to Meet You!

Requirements

6+ months of customer service or technical support required.

Software/platforms required: MS Teams, Salesforce, Bomgar, Dexter (not really required but preferred).

• Minimum of high school diploma or equivalent required, post high school education preferred.
• Technical certifications, including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications, are highly desired.
• 6+ months customer service or sales experience required.
• Ability to work on multiple projects and tasks simultaneously in an efficient manner.
  
  

🌟 Who We Are

At LTVplus, we’re all about delivering WOW-worthy customer experiences for brands worldwide. We’re a remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

GOALS And OBJECTIVES

📋 Your Mission Will Be To:

• Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
• Strive to resolve customer issues with one-chat/one-call resolution.
• Meet and exceed biannual goals set forth by Technical Support Management.
  
  

DUTIES And RESPONSIBILITIES

• Answer and address support chats/calls from customers.
• Answer and address incoming emails and inbound calls from customers.
• Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
• Ensure customer needs are met by ensuring customer awareness of relevant Company products and services when appropriate.
• Provide remote troubleshooting using BeyondTrust or ESET client-of-choice.
• Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
• Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
• Effectively execute transactions for paid services.
• Work closely with other departments to resolve outstanding issues.
• Assist in documenting solutions for our Knowledgebase for training and information purposes.
• Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
• Provide backup chat/case/call support for Customer Service volume when necessary.
• Project a positive attitude and be a mentor for other employees.
• Maintain a favorable image of the Company when interfacing with outside sources.
• Accurately record and submit timesheets and paid time off requests.
• Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.
  
  

Key Success Factors

• Ability to work independently, with little supervision in a fast-paced environment.
• Customer-centric demeanor.
• Critical thinking, problem-solving, and research skills are a must.
• Must be able to adapt to every type of customer regardless of the computer skills they possess.
  
  

Performance Measures

• Must pass calls, case and chat quality goals.
• Must meet call/chat handling goals such as wrap-up, talk time, first contact resolution, and other stats.
• Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
• Must maintain team ownership requirements.
• Must be able to adhere to assigned schedule.
• Attend and participate in scheduled team meetings.
  
  

Competency Model

• Customer/Client Focus
• Upsell/Cross-sell
• Adaptability/Applied Learning
• Decision Making/Problem-Solving
• Initiative
• Productivity
• Quality Orientation
• Stress Tolerance
• Teamwork/Collaboration
  
  

🖥️ Tech Checklist – Gotta Have It!

• A reliable computer (at least with an i5 processor) and a stable high-speed internet connection.
• A quiet, cozy workspace to handle calls and chats like a pro.
• Must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers.
• Must have the flexibility to work overtime on short notice - as requested - by the management team.
• Must have a history of good attendance.
• Must have Windows 10 or higher as the primary/backup device."
  
  

IMPORTANT: Internet Speed should be at least 100 MBPS and equipment should be Windows 10 or higher

Ready to use your skills to deliver top-tier service in a fast-paced and supportive environment?

Click Here - Your First 30-60-90 Days at LTVplus: What to Expect

Note: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED