Tier 1 Technical Support - Overnight Shift in Greensboro, NC at Advanced Personnel Resources

Date Posted: 1/14/2023

Job Snapshot

Job Description

Advanced Personnel Resources is looking for individuals to work in one of client call center facilities as a Tier 1 Technical Support- Overnight shift. This is first-level technical support via phone, chat, or email for issues related to smoke alarms, carbon dioxide detectors, and fire extinguishers, including troubleshooting, diagnosis, tracking, and resolution, all within established performance expectations and Client.

We are looking for candidates that possess excellent verbal and written communication skills, are detail-oriented with a strong work ethic, have a strong technical and mechanical aptitude, and have a passion for helping others solve problems with patience, empathy, and care.

  • $17-$18 for Bilingual
  • Temp-To-Hire
  • Open flexibility between the hours of 8 PM and 8 AM and must be okay with working ONE weekend day every other week (total of 2 weekend days per month) - TRAINING ON DAYS!!

Job Requirements:

  • Strive to become a Subject Matter Expert of clients’ products and services, and remain informed and knowledgeable of product and business changes
  • Resolve customer issues or concerns via phone, chat, or email by asking troubleshooting questions to diagnose and provide accurate product and service information, according to established policies and procedures
  • Accurately and efficiently update CRM / databases of all customer inquiries and request of warranty replacements
  • Provide exemplary customer service by actively listening to customer issues or concerns, speak to customers in a professional dignified tone, provide empathy and understanding of the customer’s point of view, and handle every call with enthusiasm and pleasantries
  • Maintain required performance expectations in quality, availability, call handle time, attendance, promptness

Job Requirements

Knowledge, Skills, & Competencies:

  • Exemplary Customer Service (Contact Center experience a plus) with the ability to communicate with diverse audiences
  • Excellent Active Listening skills
  • Clear and tactful communication, both verbal (pronunciation) and written (accurate spelling and grammar)
  • Service all customers, especially those agitated, with a pleasant and professional demeanor
  • Ability to build trust and rapport with customers and coworkers
  • Technical and mechanical aptitude with the ability to understand, troubleshoot and resolve technical issues
  • Ability to manage customer information with sensitivity and discretion
  • Highly accurate and detail oriented
  • Ability to multi-task
  • Flexibility in job hours from 8:00 PM-8:00 AM Monday through Friday and a monthly Saturday (HOURS WILL VARY ON SATURDAY)
  • Computer literate and proficient at typing (require 40 wpm / 6,000 kph)
  • Excellent attendance and punctuality
  • Education - High School Diploma or equivalent

For a list of all open positions, please visit www.aprinc.com

Advanced Personnel Resources has provided full-service staffing solutions, recruiting and professional search services to the Triad region for over 30 years. Our team of highly experienced recruiting and staffing professionals are known for their market intelligence, unparalleled contacts, high-impact service and proven record in recruiting the most qualified job seekers specifically selected to match our clients' and candidates' needs. We work in partnership with a majority of the region's most well-known companies, institutions and healthcare practices from entrepreneurial start-ups to Fortune-ranked corporations in fulfilling Professional, Administrative, Clinical / Non-Clinical and Light Industrial staffing needs.