Convergys Chat-Technical Support Associate in Rio Rancho, New Mexico
Chat-Technical Support Associate
Do you love technology? Are you a problem solver? Join our Chat Tech Support Team and help our Customer via live Chat!
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 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.
Provide basic technical support via live(chat) 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.
Troubleshoot mobile devices such as Smartphones
Troubleshoot hardware and/or software issues.
Assist external users of the client’s technical products or services by answering questions and solving problems involved in their use.
Respond to basic and routine inquiries of a technical nature through case management.
Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise.
Clarify customer requirements; probe for and confirm understanding of requirements or problem.
Meet customer requirements through first contact resolution with superb customer satisfaction.
Confirm customer understanding of the solution and provide additional customer education as needed.
Prepare complete and accurate work and update customer file.
Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
Offer/sell protection plans to customers as appropriate
Effectively transfer misdirected customer requests to an appropriate party.
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Participate in activities designed to improve customer satisfaction and business performance.
Develop broad and in-depth knowledge of client products and services.
Attend training sessions on new products and/or updates as required
At least 18 years of age.
High School Diploma/GED
At least 6 months previous customer service and/or technical support experience. Previous call center experience preferred.
Ability to pass a background check.
Ability to pass a typing test (30 WPM minimum)
Has reliable transportation to and from work.
Process knowledge, assessment, design and documentation skills.
Ability to multitask and navigate between multiple chat sessions.
Experience troubleshooting common system problems
Has experience troubleshooting technical problems with personal computers, peripheral equipment, software application, networks and other devices
Passion for customer care.
Deductive reasoning skills
Highly skilled with typing and multi-tasking
Team player with strong interpersonal skills
Strong oral and written communication skills
Solid analytical, technical, and project management skills
Must have proficiency with various software applications including Microsoft Office (Word, Excel, Powerpoint, and Outlook)
User level knowledge of customer care
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 test or other items using the mouse.
Ability to change system setting via control panels or system preferences.
Ability to install and remove applications
Ability to work independently with minimal supervision
An ability to remain calm under pressure and work in a concise, clear and focused manner
Demonstrated ability to work with a team
Able to work a 24 hour, 7 day rotation schedule if required
Ability to adapt to changes quickly and think conceptually
Comfortable working in a fast-pace environment
Availability to complete 8 consecutive weeks of paid training and transition according to assigned training schedule with no occurrences
Strong work ethic (i.e., good attendance, team player, passionate about meeting performance expectations)
Adapts well to constant change
Very content with have scheduled break and lunch
Ability to comprehend information quickly and educate customers with clear and concise delivery
USA, Rio Rancho, NM
Who We Are
At Convergys, our mission is to set the standard in our industry through unparalleled care for our clients, customers & people.
For our clients, this means our 125,000 team members wake up every day united by a common goal: helping our clients maintain exceptional relationships with their customers.
For our people, this means a commitment to each other to accomplish great things, build careers, and have some fun along the way!
Build Your Career With Convergys
When you become part of our team, you join 125,000 talented people around the world who represent some of today’s leading brands. At Convergys, one of our values is to "Grow As a Team." It's in our DNA to prioritize teamwork and develop our people. By working together, we achieve great things for clients and create opportunities to build rewarding careers. You can be part of that when you join our team. And it's all at your fingertips!
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Establish your career with a company that has locations across the world. You can grow personally and professionally - and make a difference for customers and for the communities where we live and work.