What are the responsibilities and job description for the Customer Service and Support Representative - Onsite position at GlowTouch LLC?
GlowTouch is looking for extraordinary Customer Service and Support Representatives to join our motivated and ambitious team in San Juan, Puerto Rico.
What Will You Do?
As a Customer Service and Support Representative, you will be the first point of contact to provide technical support to customers via phone, chat, email, and/or ticketing portal. Your primary goal is to ensure the fastest and easiest resolution while delivering an exceptional customer experience during every interaction. You will handle a wide range of technical support inquiries, from routine matters like password resets to more complex product questions and support issues. Your role will involve troubleshooting, creating support tickets, and delivering customized solutions while prioritizing empathy and understanding for the clients you're assisting.
We pride ourselves on providing exceptional customer service, and we need the “best of the best." Our culture is very fast paced, constantly changing, collaborative, and positive. We are seeking smart, motivated professionals with warm and welcoming personalities who can thrive in an exciting, unique IT call center environment.
Ideal candidates for this position will be analytical but with an empathetic customer service attitude. We are hiring individuals who are intelligent, dependable, and ready to take their career to the next level with a growing company.
Location: This position is located in office at our center located at 1064 Ponce De Leon, San Juan, PR 00907.
In this role you will:
- Handle a high volume of customer contacts in a professional manner
- Create work order tickets while responding to client requests via phone, chat, emails, and ticketing portal
- Provide technical solutions with empathy and understanding for the clients' needs
- Provide exceptional customer service in every interaction
- Be skilled in multi-tasking while effectively navigating across multiple technology platforms and systems
- Maintain customer records by updating account information
- Understand and work with a sense of urgency
- Have a willingness to help and solve issues
Who You Are:
To be considered, candidates are expected to have the following:
- At least 1 year Customer Service experience required.
- Strong computer knowledge, familiarity with Microsoft Office, and Google applications or comparable technology is preferred
- Understanding of ticketing systems
- Exceptional communication skills with an emphasis on empathy and understanding
- Critical thinking and logical prioritization skills
- Ability to thrive and remain positive in a constantly changing environment
- One or a combination of the following will be taken into consideration in lieu of direct call center experience: training, military experience, and/or education.
One or a combination of the following will be taken into consideration in lieu of direct call center experience: training, military experience, and/or education.
Who We Are: GlowTouch is a Louisville-based company that provides personalized contact centers, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.
Education: High School Diploma or equivalent educational experience is required.
Location: This position is located in office at our center located at 1064 Ponce De Leon, San Juan, PR 00907.
Job Type: Full Time
Hours: Current hours of operations are 24/7 days a week (8-hour schedules). Weekends could be required within the schedule.
Production Schedule: Production schedules are assigned based on Business needs and could fall anytime within the Hours of Operation.
Pay: $16 per hour
Additional Program Perks:
* All weekend time receives a shift differential at rate of $1 per hour
* An additional $1 per hour worked incentive for 95% attendance met in a month.
* Plus, a $60 monthly transportation bonus: Transportation bonus is adjusted based on absenteeism, it ranges if at 100% it's $60, if 95 to 99% it's $30.
Benefits: GlowTouch offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options.
GlowTouch is a certified woman-owned business and an EOE employer that welcomes diversity.
Salary : $16
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