Job Description

General Information

Location

Greenvile, SC

Job ID

2915

Job Category

Technical Support Agent

Language Requirement

English

Description & requirements

Description

Do you love helping people and sharing your knowledge?

Do you have a passion for cool vehicles and fun companies?

Do you want to grow your career with a company that rewards your hard work?

Do you want to improve your work / life balance?

What's in it for YOU!

• $17.00 USD, Starting Pay
• Plus performance-based incentives each month, earning potential
• Health Benefits for you and your family, including: medical, dental, vision
• 401(k) Investment options with employer match opportunities
• Paid Vacation Time
• Computer Equipment Provided
• Onsite Full gym - free to employees
• Onsite for training, launch, and production, and then move to remote, work-at-home
• Great Work/Life Balance while developing your career
• Position as a Transcom / Awesome CX employee (not an independent contractor)
• Ability to develop your skills and grow your career
• An opportunity to work for a company passionate about people

Join us as a Customer Service Agent for Email, Chat, and Voice Support!

In this Full-Time employee role, you'll support an innovative, All-American electric vehicle startup where you'll create the initial personal interaction customers have with the company, setting the tone for their perception and expectations of their future interactions and experience. You'll be asked to own each customer inquiry from start to finish, ensuring that every interaction leaves the customer feeling valued, understood, supported, and confident in their choice to trust the brand. All of this should lead to deeper loyalty and customer retention.

Your day-to-day role will consist of guiding customers transparently through questions they may have about our client's company, products, systems, and processes, providing technical support for the website, app, and in-car software by troubleshooting issues that they may be having. In addition, you will work with teams outside of Support to resolve issues that may need additional assistance, acting as the bridge for the customer as we navigate a resolution. You will address all of these situations with clarity and empathy, aligning yourself with the customer's needs to convey complex information in an accessible way that empowers them.

This is an exciting opportunity to help shape the future of Support at a brand-new company, delivering on outstanding experiences so that customers can get back to enjoying their vehicles and next outdoor adventure!

What we are looking for:

We've got an exciting career opportunity for you, if you can:

• Effortlessly engage with callers, actively listen, analyze their need, and provide solutions
• Be conversational and a natural connection-builder with customers
• 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 both onsite and virtual environments
• 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 a wired headset, while talking 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
• Able to work a full-time work week of 32-40 hours, with overtime opportunities as needed
• Able to maintain 100% strict adherence to the assigned schedule
• Able to work a variety of shifts, 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
• High level of expertise with spelling, grammar, and punctuation
• Courteous and friendly with high level of professionalism
• Willingness to learn and adapt to new tools and technologies
• 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
• Strong time management and 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 you do it
• Able to problem-solve and think on your feet
• Highly adept at working with a high frequency of conflict situations, as well as upset customers with patience and professionalism
• 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
• 1 - 3 years of customer support and technical support call center experience
• Ability to work onsite through training and at least the first 90 days of employment, and then move to your remote home office that meets our requirements

Preferred Skills and Experience

• Previous work from home experience preferred
• Prior experience with email and chat support preferred
• Prior experience using customer support/relationship management software or similar systems preferred
• Prior experience with automotive customer support/service/success
• Prior experience with technology customer support/success (phones, computer, etc.)
• Passion for automotive topics and electric vehicles

Location Requirements

You will work onsite for Training, Launch, and approximately 90 days of Production, and then move to your remote home office. You must live and work within driving distance of the Greenville, South Carolina area.

Work at Home Requirements:

For this Advisor position, Transcom provides you an all-in-one computer, monitor, and headset. 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. (Conflicting responsibilities may include caring for a family member) 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

Although the computer is provided if you are hired, you will need a home desktop or laptop computer that is hardwired using an Ethernet connection to complete the chat, typing, and internet speed assessments during the application. This is a requirement to be considered for this employment opportunity.

What Life at Transcom is like!

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 60 contact centers across 26 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #10 on their list of the Top 100 companies to watch for remote work in 2024.

At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!

Transcom Limited

Job Tags

Holiday work, Full time, For contractors, Remote job, Home office, Outdoor, Currently hiring, Shift work, Afternoon shift,

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