Freelance Help Desk Supervisor

SupportSoft is seeking self-motivated individuals for supporting technical call center agents in the delivery of services to customers for PC and consumer technology support. If you are experienced at managing in a call center environment and enjoy staying current with consumer technologies, then consider this opportunity! You will be able to apply the knowledge and experience you have gained in customer service management, in supporting consumer products such as MP3 Players, PDAs, PC applications, and home networking, as well as your skills in a Work From Home contact center.

What do you need to qualify for this Work From Home opportunity?

Your PC with minimum 3 GHz processor and 1 GB RAM with 1280x1024 minimum resolution and capability for dual monitor display. Minimum OS of Windows XP SP2 with latest security patches applied. Recommend 17” flat screen monitor or greater.

Broadband connection (1 MB down / 384 kbps up)

Job Description

Skill

•          Coach and mentor Help Desk Technicians to improved performance levels

•          Ability to enforce SupportSoft policies and quality expectations

•          Ability to manage up to 15 remote employees

•          Excellent written and oral communication skills

•          Excellent customer interaction skills

•          Excellent organizational and multitasking skills

•          Ability to communicate technical concepts clearly to customer’s level of understanding

•          Ability to think “outside the box” and provide feedback and ideas

•          Review SOPs and provide feedback for performance improvement

•          Ability to type 30 to 40 words per minute

•          Ability to travel for training and team activities and home visits

•          Provides direction on methods and procedures for new processes to agents.

•          Fulfills mentor or instructor role for direct report agents

Experience:

Typically requires a minimum of 4 to 6 years of related experience.

•          Job roles in customer service dealing with consumers

•          Hardware / Software technical support

•          Troubleshooting Windows XP platform to registry level

•          Home networks (wire and wireless) using multiple network technologies such as switches, routers, printer, etc.

•          Networking technologies TCP/IP, DNS, Firewalls

•          Internet connectivity using cable, DSL, satellite, dial-up

•          Consumer/business peripherals – printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs.

•          Internet security in areas of virus and spyware

Responsibilities

•          Monitors calls and provide coaching to agents

•          Address people management concerns and resolve

•          Review tickets in customer service tracking application

•          Support agents in determining scope of issue

•          Confirm customer agreement to pricing and conditions of service

•          Oversee credit card processing

•          Handle escalations on requests for refunds per company policies

•          Encourage completion of customer survey

•          Monitor closing of the incidents within recommended service times

•          Supply best in class support to direct consumers on all technology support needs

•          Coach on company provided tools to troubleshoot and solve customer technology problems

•          Ensure proper documentation all support calls

•          Maintain high level of customer satisfaction with focus on first call resolution

•          Adhere to quality standards set by company

•          Provide feedback on tool, process, and business improvements

•          Represent company in a professional and ethical manner

in areas of virus and spyware

Education:

Associate or Bachelors degree in technology related field a plus

•          Courses in technology related fields and customer service. MSDST, A+, HDI Support Center Analyst or other relevant certification a plus.

•          Management training preferred.

Employer Posted:Friday, August 01, 2008