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Alorica Technical Support Agent in Austin, Texas

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Inbound Phone Customer and troubleshooting support. As an agent you will receive calls from customers needing basic information, support and directions with company websites and applications. While resolving the concern is important, providing a satisfying and positive experience with the customer is paramount. Customer surveys will measure an agent’s level of success. This is a fast paced environment where call types, volume, movement can all change extremely quick.

JOB RESPONSIBILITIES

•Inbound phone calls

•Soft selling/offering as a customer product benefit

•Maintaining metrics for performance and reliability

•Receptiveness to coaching and taking action

•Diligent use of resources

•Required to be highly customer focused

Agent profile:

•Focused on satisfying others

•Natural problem solver

•Patient and Thorough

•Effective use of tools and resources

•competitive and eager to win

•Positive and upbeat

•Highly customer oriented

•Empathetic and caring

•Adaptable to change

•Reliable and consistent

•Strong communicator

OTHER RELATED DUTIES

  • Escalates calls to supervisor when necessary and appropriate

  • Maintains and updates customer information as necessary

  • Provides support and assistance as needed

  • Up-sells to customer upgrades as necessary

  • May perform other client specific duties as necessary and required by program/account

  • Other duties as assigned

Minimum Education and Experience:

  • High School Diploma or GED required; graduation from a college with an Associate’s degree preferred

  • Customer service experience

  • Phone related customer service

  • Familiarity with Microsoft Windows, Word, and Excel applications

  • May require client specific bilingual language requirement, as necessary

Knowledge, Skills and Abilities:

  • Knowledge of product/procedures

  • Ability to use phone and computer systems

  • Customer service skills

  • Strong interpersonal skills

  • Excellent oral and written communication skills

  • Strong listening/comprehension skills

  • Ability to stay composed and objective

  • Patience/empathetic

  • Demonstrate a positive attitude

Work Environment:

  • Constant work performed in a climate controlled, call-center environment

  • Constant usage of phone and computer systems

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