Please review the job description below for the available position with Convergys. Please let me know if you are interested so that we can schedule a phone interview.
If you are interested you will need to complete an online application at http://www.convergys.com/careers
as well as the assessment questionnaire that follows. Please let me know once both steps have been completed so that we can schedule a phone interview.
Convergys, Sr. Specialist Talent Acquisition
Project Information: Tier 1 Tech Support
Start Date: 6/10/2016 7:00am-3:30pm .
Hours of Operation:
Monday –Sunday: 8:00am – 11:30pm
After successful completion of training program, your shift will start between 1:00pm and 3:00pm 5 of the 7 days of the week.
Days off will rotate and your schedule will be posted 2-4 weeks in advance.
Ø Pay for performance ( ability to earn up to an extra $ per hour dependent on meeting metrics and stack rankings, monthly bonus not a raise)
Additional Questions/Probing Recommended in Interview Process:
Ø Ideal candidate is someone that has a passion for computers and a passion to assist the customer. Customer Satisfaction is most important on this account which will require interpersonal skills with a technical aptitude.
Hands on learning environment with exposure to new products.
Provide technical support to client customers while working under direct supervision and following standard procedures and written instructions to accomplish assigned tasks. Assist external/internal users of the client’s technical products or services by answering questions and solving problems involved in their use. Typically supports IT hardware and software products. Support is primarily related to external clients. Limited knowledge of the organization; products; and/or services are required. Respond to customer inquiries by referring them to published materials; secondary sources; or more senior staff; if applicable.
Ø Provide basic technical support via phone, live (chat) or e-mail by following predefined processes which identify if the technical issue can be quickly fixed or needs to be researched by a higher level technical support representative.
Ø Troubleshoot mobile devices such as Smartphones, Tablets, & MP3 devices
Ø Troubleshoot hardware and/or software issues.
Ø Assist external users of the client’s technical products or services by answering questions and solving problems involved in their use.
Ø Respond to basic and routine inquiries of a technical nature through case management.
Ø Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise.
Ø Respond to voice mail messages from customers other parties in timely manner.
Ø Make follow up outbound calls to customers, other parties as a part of case resolution process.
Ø Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
Ø Listen attentively to customer needs and concerns; demonstrate empathy.
Ø Clarify customer requirements; probe for and confirm understanding of requirements or problem.
Ø Meet customer requirements through first contact resolution with superb customer satisfaction.
Ø Confirm customer understanding of the solution and provide additional customer education as needed.
Ø Prepare complete and accurate work and update customer file.
Ø Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
Ø Offer/sell computer protection plans to customers as appropriate
Ø Effectively transfer misdirected customer requests to an appropriate party.
Ø Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Ø Participate in activities designed to improve customer satisfaction and business performance.
Ø Develop broad and in-depth knowledge of client products and services.
Ø Attend training sessions on new products and/or updates as required
Call Types Include:
Tier 1 Tech Support answering incoming calls troubleshooting hardware and software issues.
MINIMUM REQUIRED KNOWLEDGE, SKILLS, ABILITIES
Ø At least 18 years of age
Ø High school diploma/GED
Ø Ability to pass a background check
Ø Ability to pass a typing test (35 wpm minimum)
Ø Has reliable transportation to and from work
Ø Able to work hours of operation with full flexibility
Ø Has experience using a computer and ability to navigate common user interface elements, including opening and closing windows, launch and quit applications, select portions of text or other items using the mouse
Ø Recruiter will identify user level knowledge and the ability to understand/explain downloading and uploading MP3 and WAVE files from a portable device, desktop or laptop to a portable device (MP3 players, smartphones, tablets, etc.) along with exposure to these devices.
Ø Oral and written communication skills, (literate and communicate clearly and concisely, some email communications may be required)
Ø Availability to complete 4 consecutive weeks of paid training & transition according to assigned training schedule with no occurrences
PREFERRED KNOWLEDGE, SKILLS, ABILITIES
Ø At least 6 months previous customer service and/or technical support experience. If no previous technical support experience, should provide you with examples of how you have done troubleshooting issues at home or previously at work. If ha educational experience in these areas, that too will be sufficient as long as you can talk through the issue. Previous call center experience or proficiency with customer service is preferred.
Ø Process knowledge, assessment, design and documentation skills
Ø Experience troubleshooting common system problems, including problems with externally connected devices such as printers, external drives, or portable media players.
Ø Has experience troubleshooting technical problems with personal computers, peripheral equipment, software application, networks and other devices
Ø Has strong experience with MAC OS, Windows XP or Windows 7.
Ø Passion for customer care
Ø Quick Learner
Ø Deductive reasoning skills
Ø Highly skilled with typing and multi-tasking
Ø Team player with strong interpersonal skills
Ø Strong oral and written communication skills
Ø Solid analytical, technical, and project management skills
Ø Must have proficiency with various software applications including Microsoft Office (Word, Excel, PowerPoint, and Outlook), Mac OS X, iPods, iPads, smart cell phones and PDA’s, MP3’s, web browsing, email. (how will we measure, “user level knowledge” verbiage)
Ø User level knowledge of customer care
Ø Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse.
Ø Ability to change system settings via control panels or system preferences.
Ø Ability to install and remove applications
Ø Ability to work independently with minimal supervision
Ø An ability to remain calm under pressure and work in a concise, clear and focused manner
Ø Demonstrated ability to work with a team.
Ø Able to work a 24 hour, 7 day rotation schedule if required
Ø Ability to adapt to changes quickly and think conceptually.
Ø Comfortable working in a fast-pace environment
Ø Stable work history and strong work ethic
Ø Adapts well to constant change
Ø Very content with having scheduled break and lunch
Ø Ability to problem solve by asking relevant probing questions