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Our Technical Support Representative roles call for individuals who are able to maintain the fine balance between technical troubleshooting and customer relationship building required to find an innovative way to solve an old problem. Simply put, we are a call center that helps our customers when our software doesn't perform correctly. If you are a technical tinkerer, this is the job for you. The roles start in an 'Introductory' (temporary to hire) capacity.
This is not your typical customer service job, and Stamps.com is no typical company!
Stamps.com is a company you can grow with. The Technical Support Representative assists external customers of Stamps.com products and services by answering questions and solving technical hardware and software related issues. This role requires a mix of technical support and customer service skills to be successful.
The Customer Care Department has a mission critical task in not only meeting our customers needs, but doing so in the most professional and friendly manner possible. We are the mailing and shipping experts within our company and within our industry. We take extraordinary care of our customers by solving their challenges efficiently and accurately. We share customer insights throughout the organization and help drive positive and meaningful changes.
1. Handling approximately 15-25 telephone calls per day providing troubleshooting technical support to customers' software issues such as:
- Internet & network connectivity
- printer configuration
- software download/installation/removal and others
1. Meet Key Performance Indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT) and other departmental standards of performance and metrics.
2. Assist customers with Stamps.com account issues, online store orders, USPS-related inquiries/questions/concerns, as needed.
Additional Job Duties:
Sit for prolonged periods of time.
Utilize wrist and hands for a prolonged period of time.
Walk short distances.
Stand for short periods.
Minimum of one (1) year experience in a customer support / technical support call center capacity.
Proficient with Windows Operating Systems (XP, Vista, 7, 8, and 10)
Experience working in a call center / technical support environment
Bilingual (English/Spanish) skills are a plus
Skills and Knowledge:
Strong verbal and written communication skills to effectively convey technical information to people at all levels and technical skill.
Intermediate level of knowledge troubleshooting network and connectivity issues.
Critical thinking skills, with an aptitude for solving problems.
Professional and collaborative to effectively engage customers and colleagues.
Customer service-oriented with friendly, upbeat attitude with the ability to effectively build rapport with customers.
Capable of handling conflict with the ability to effectively diffuse negative customer sentiment.
Works well in a team environment and effectively interacts with other members of the team.
Flexible to adjust to varying workloads within a fast-paced, complex environment.
Strong working knowledge of a broad range of software and hardware infrastructure technologies.
Strong working knowledge of Windows OS components:
Configuration and maintenance
Applications and utilities
Windows Server components
Working knowledge of Apple iOS and or other operating systems a plus.
To apply please send your resume directly to email@example.com