Business Tech Support Specialist – Flex Agent

Business Tech Support Specialist – Flex Agent

Job Description

This role is to be performed from a virtual work location upon completion of 3 weeks of on-site (Houston, TX) training.

Candidates Personal Laptops are required for onsite training and personal computers are required to work remotely. Company will not provide equipment

Virtual Workspace -Minimum workspace requirements including verified internet service with Wi-Fi speed at least 25 Mbps upload/download ability as determined by the Company and established dedicated work area (desk, chair, electrical outlet, direct LAN connection).
Candidates must use their own computers for the duration of the Contract including Training. Contractor’s computers must have minimum operational specs:  64-bite operating system-64-based processor with 15.3 GB9 usable) to be able to work in the Business segment of the Company.

TRAINING
• Classroom and/or virtual training as dictated by needs of the business (e.g., in other areas within the broad duties of general customer care once competency has been demonstrated).
• Other training, as identified by management.

PHYSICAL REQUIREMENTS
Ability to sit for long durations (e.g., 8 hours) and engage with customers as dictated by the needs of Business.

Duties include: Assists business customers with requests, questions and concerns through research and resolution regarding how to use phones and accessories, billing questions, rate plans, etc. returns, exchanges, upgrades, accessory orders, or missing order requests. May provide trouble shooting / tech support to customers. Will utilize business tools effectively and accurately, as well as enter and record customer information. Must be skilled in working with both voice and data products (phones, cameras, handheld devices, etc.)

GENERAL ESSENTIAL FUNCTIONS WHICH ARE NORMALLY REQUIRED:

• Applicants will be expected to pass any assessments or tests associated with the position.
• Answers business customer requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas.
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests
• Ability to engage virtually with management as needs of the business require
• Once training is completed, you can create your own schedule
• Must be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., split shifts, unexpected volume spikes, disaster recovery, etc.) as determined by the Company
• Must be available, accessible, and ready to work during established work schedules and shifts
• Must be available, accessible, and accountable to participate in manual and automated remote monitoring policies and practices (e.g., voice and screen recordings, desktop observation without notification, voice and chat analytics, real-time agent feedback.COMPENSATION
  Training will be paid at $15/hour-Only for Training
  · Wages will be base rate of $5 per completed call
  · Unsatisfactory metrics could cause base rate discount)
  · Calls during Peak Hours (as determined by the company) will offer an additional Surge rate of $1 or $2 (on top of base rate)
  · Incentive payout vesting period – 2 billing cycles

  Provisions listed in this Job Description may be changed or modified by TouchPoint Strategies without prior notice, at any time at the Company’s sole discretion.

If interested, please contact Sheldon DeBraine at SDebraine@haul.org for more information on how to apply!