Job description

Tier 1 Job Description:

Job Duties include:

Customer Service

• Respond to customer queries promptly and professionally over the phone, e-mail, and text chat
• “Smile through the phone” and through online text chat with customers, exhibiting good energy, strong problem solving, and strong listening skills
• Maintaining our technical and sales facilities to the highest standard of customer experience
• Provide excellent services and communication to ensure customer satisfaction

Sales

• Generate, follow up on, and close sales leads (closing sales online or by phone)
• Attend sales training and educational programs for professional development
• Maintain up-to-date knowledge about product information, pricing strategies, and promotions
• Identify and contact potential customers for expanded opportunities, e.g., upselling based on information provided by the customer
• Perform online sales activities to achieve company sales objectives
• Work independently or in a team to achieve monthly sales quota
• Collaborate with the Field Tech and Installation teams to ensure accurate and timely billing

Support

• Provide first-level support by phone and chat for customers and potential customers of our Internet service, IT services, computer sales, and solar power systems
• Use call script to identify, troubleshoot, document, and escalate or resolve customer issues
• Resolve common end-user issues regarding Windows, Mac devices, ChromeOS, mobile devices, e-mail, wired and wireless networks, video conferencing, VoIP and VPN

Documentation

• Update customer database/ticket system with contact details and product/service interest information from prospective customers. Documentation of interactions within the appropriate system is a must for a successful candidate
• Coordinating ticket resolution activities with all parties of the incident, with a high level of customer service
• Assist in developing and fine-tuning the Call Script
• Learn from and educate your fellow team members

Structure

• Perform daily tasks based on an assigned work plan
• Other duties as assigned

WHAT YOU NEED TO SUCCEED:

• Strong desire to learn and take on increasingly complex tasks
• Ability to work individually and within a team
• Be able to deliver an outstanding customer experience consistently
• Independent ability to research technical problems and find solutions
• Strong organization and a detail-oriented work ethic
• Willingness to work flexible/odd hours at times, based on need

PREFERRED SKILLS

• Demonstrable knowledge of and some experience with the following: Mac OS, Windows, Linux Networking, WiFi, mobile devices, VPN and Active Directory
• Undergraduate degree in a technical field
• 2+ years of experience as an IT Support Engineer, Analyst, or Administrator
• Hands-on expertise with a VoIP phone system is a plus

COVER LETTER REQUIRED: Please provide a cover letter explaining your interest in the position and why you are a good candidate.

Job Type: Full-time

Pay: $17.00 - $18.50 per hour

Benefits:

• Flexible schedule

Schedule:

• Day shift
• Weekend availability

Ability to commute/relocate:

• Urbana, IL 61802: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT support: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location

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