ABOUT THE POSITION
This role is a specialized form of helpdesk support in which service and technical skills are used to focus on what is best for the customer. A Helpdesk Associate 1 (HA1) serves as the face of the company and is responsible for ensuring the customer remains loyal to our brand. The HA1 will provide Tier 1 support to our MOTO consumer customers and our linxup small business customers by answering general inquiries with a focus on account questions which could be billing related or education of the system, activating devices to ensure successful set up, and customer cancellations. These inbound inquiries are primarily in the form of telephone calls, but can also be emails, or cases. All interactions should be documented for business use.
This position has the flexibility to work remotely depending on your location compared to a Linxup office. Scheduled hours for this role are Monday - Friday as assigned. The HA1 is required to have a private workspace in their home to ensure productivity and customer information is secure. The HA1 will also be responsible for maintaining their internet connection at a level that does not impact their productivity. This includes but is not limited to: Voice over IP (VoIP) phone systems, internal systems, and video conferencing.
ESSENTIAL FUNCTIONS – RESPONSIBILITIES:
- Communicate effectively with customers via phone, and email both in English and Spanish
- Assist with Translation on special projects
- Answer all contacts with a warm and courteous greeting to ensure customer service satisfaction
- Clarify customer requirements; probe for and confirm understanding of requirements or problem and provide first contact resolutions
- Confirm customer understanding of the solution and provide additional customer education to prevent call backs on the same issue
- De-escalate calls by utilizing active listening and positive positioning statements to ensure positive resolution for both the customer and the company
- Provide superior technical support on all products and build successful long-term relationships with both internal and external customers
- Save customers that are looking to end their relationship with MOTO and Linxup
- Other duties as assigned
QUALIFICATIONS
- Excellent written and verbal communication skills required
- Exceptional customer service skills
- Strong technical aptitude and/or background in triaging technical issues
- Ability to learn fast in a non-traditional training environment
- Organized with proficient attention to detail
- Must possess a strong work ethic, with the ability to adapt to changes quickly and think conceptually
- Ability to type well and at a fast pace
- Flexibility on schedules
- 1+ years of experience in a helpdesk contact center or support role
- Technical troubleshooting experience in GPS or comparable industry preferred
- Sales or cross-selling experience
- Salesforce knowledge
- NetSuite knowledge
- Retention experience
WORK ENVIRONMENT
- Monday through Friday
- Fast-paced environment with opportunities for growth and reward
- Company promotes work/life balance to achieve maximum performance professionally and personally
COMPENSATION AND BENEFITS
- We value hard work and on-the-job-excellence and offer competitive compensation and benefits packages:
- Position offers a Base Salary
- Medical, Dental, Vision, Life and 401(k) benefits are offered
- Paid Time Off (PTO)