Technical Support Representative (Mobile App Support) - Hybrid - Greenville, SC
Location: United States, Greenville, SC
Job category: Customer Service Representative (CSR)
Language: English
Do you love everything technical?
Do you have the patience and empathy to help others with their computers and devices?
Do you want to grow your career with a company that rewards your hard work?
JOIN OUR TRANSCOM FAMILY AS A MEDICAL TECHNICAL SUPPORT SPECIALIST AT OUR GREENVILLE, SC LOCATION!
In this full-time employee role, you’ll support our client’s customers with technical support related to their diabetes care devices and the computers or devices that they connect with.
What we are looking for:
We’ve got an exciting career opportunity for you, if you can:
- Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
- Provide patience and empathy to callers that need support with time sensitive technical issues
- Comfortably navigate multiple applications to research solutions
- Multitask in systems while patiently providing step-by-step instructions with a focus on accuracy and timeliness
- Calmly provide conflict resolution and navigate frustrated customer situations with an aptitude for service-orientation and social perceptiveness
- Work independently with discipline and motivation to succeed in a call center environment where you work both onsite and hybrid from the comfort of your home
- Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers
- Work at a desk, wearing an approved wired headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environment
Requirements
The following items are mandatory pre-employment requirements and/or skills that are required to be successful in this role. The skills listed are skills that must be used daily and for a prolonged period of time, up to the full duration of your scheduled shift.
- At least 18 years or older
- High School Diploma, or equivalent
- Able to successfully pass a criminal background check
- Live within a reasonable driving distance to the Greenville, SC site
- Able to work onsite initially, and then move to a hybrid schedule, based on performance
- Able to work a full-time work week, with overtime opportunities, as needed
- Able to maintain 100% strict adherence to the assigned schedule
- Able to work a variety of shifts influenced by current business needs (including evenings, weekends, and holidays)
- Able to work full-time hours, with reliable attendance, as outlined in the assigned schedule
- Strong computer knowledge, including ability to accurately type at least 30 wpm
- Excellent English written and verbal communication skills
- Courteous and friendly with a high level of professionalism
- Willingness to follow procedures and adhere to policies
- Able to communicate information and ideas so others will understand and able to exchange accurate information in these situations
- Able to multitask applications while talking to customers on the phone
- Able to thrive in a fast-paced, time-pressured, dynamic work environment taking back-to-back calls
- Able to actively listen to customer needs and demonstrate empathy - this includes having problem sensitivity - solve customer problems and be sensitive to others while doing it
- Highly adept at working with a high frequency of conflict situations, as well as upset customers
- Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multitask, and concentrate in a prolonged setting
- Able to use your hands to handle, control, or feel objects, tools, or controls
- Previous call center experience, preferred
- Experience with diabetes, medical background, exposure to medical terms, preferred
- Technical aptitude with computers, internet, and web-based applications, required
- Prior technical support or troubleshooting experience, preferred
Location On-site
This role is located at: 650 Executive Center Dr. Greenville, SC 29615.
This role will be hybrid, based on performance. When you move to the hybrid phase of employment, there are work-at-home requirements:
- Transcom provides you with the equipment needed for this position. The computer contains a built-in webcam that is required to be used for training and meetings.
- You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift, this includes caring for someone else in the home.
- Your home office must be a private room with a door and cannot be a shared office space.
- Your monitor cannot face a window, if the office is on a ground floor.
- Your home office must have a DSL, Fiber, or Cable Internet that is hardwired into a modem/router via Ethernet.
- Dial up, Wireless, Mobile Hotspot, or Satellite internet service cannot be used.
- Your hardwired internet connection must meet the minimum speed requirements:
- Minimum download speed 20 Mbps
- Minimum upload speed 3 Mbps
- Ping less than 100 ms or less
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