Focus.one
Technical Support Specialist
Focus.one, Greenville, North Carolina, United States, 27834
JOB SUMMARY
Focus Services is seeking motivated, dependable individuals to join our team. Our employees enjoy working in an exciting environment that offers excellent advancement opportunities, competitive salary, and a comprehensive benefits package.
Focus Services is a leader in the call center industry with a dynamic team of employees in 11 contact centers in four different regions of the world.
If
you
have computer experience from hobby level
gamer , to prior work experience, or an educational background in IT support, and you enjoy working with computers, routers, and network connectivity, you will definitely do well as a
Technical Support Specialist .
Your mission ... should you choose to accept it ... is to field calls, answer questions, explain product information, and provide customers clarity on their accounts
POSITION TITLE
Technical Support Representative
OVERVIEW
This is an exciting opportunity to join Focus Services Technical Support team. Core job responsibilities include providing technical support to customers with internet, television, and phone services. Additionally, ideal candidates will be responsible for creating accurate interaction notes within the call dispositioning system.
SPECIFIC EXPECTATIONSAssist customers with resolving loss of internet connectivity and quality of service issues (Wi-Fi & Wired devices), cable television issues, equipment provisioning issues, and issues related to phone service (e.g., loss of dial tone, quality of service, telephone number porting).Ability to drive customer issue(s) to resolution during the initial customer interaction.Demonstrates the ability to manipulate multiple tools effectively and efficiently (e.g., Knowledge base, various tools that assist with issue diagnosis/resolution)Based on the customers wants and needs, acts as a product consultant, articulating appropriate product solutions, features and benefits.Demonstrate awareness of company policies and procedures, utilizes sound judgment, and remains within scope of support.Follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).Must be able to work in a fast-paced, structured, dynamic and high transaction environment, with the ability to maintain composure in stressful situations, to manage, negotiate with, and diffuse angry or upset customers.Demonstrates the ability and takes ownership to achieve established goals and performance metrics.Comfortable adapting to policy and/or procedural changes that are communicated via instructor lead training, virtual training, e-mail, and/or verbally via team huddles.Interacts with customers via telephoneMust be able to wear telephone headset and manipulate objects such as keyboard and mouse for extended periods of time.QUALIFICATIONS
High School Diploma or equivalentProficient in Microsoft Windows & Mac OSTechnical aptitude as it pertains to navigating multiple windows of information1+ years of customer service experience in a performance managed environment that is technology focused with high volume troubleshooting via phone or prior gaming experienceStrong typing and oral communication skillsRegular and prompt attendance during training and scheduled shiftsRequires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.Winning ATTITUDE and DRIVE FOR SUCCESS, a must!INSURANCE BENEFITS & TIME OFF
Health InsuranceDental InsuranceVision InsuranceLife InsurancePaid Time OffPaid HolidaysReduced or Flexible HoursFamily Medical LeaveFINANCIAL BENEFITS
Excellent base wageDaily / Weekly / Monthly Contests and PrizesScholarship OpportunitiesPerformance BonusPERKS & DISCOUNTS
Employee DiscountsCompany Social EventsOn the Job & Continuation TrainingProfessional Development/Advancement OpportunitiesVolunteer Assistance ProgramReferral ProgramsTons of food and snacksCharity eventsCasual dress codeTiered promotional opportunities based on performanceIndividual and Team recognition
WHY WORK FOR FOCUS?
Because we believe that where you work matters and will provide you with an enjoyable, challenging, and rewarding experience in every way. As Focus employees we believe that giving back matters and we are dedicated to providing assistance to our employees, their families, and the organizations and communities in which they live. Focus Services is dedicated to instilling in its employees a lifetime commitment to educate and inspire people everywhere.
OUR ENVIRONMENT
Focus Services is an open call center layout. We utilize the latest technology and have a diverse and rewarding atmosphere. Focus employees receive daily recognition and are rewarded with sales bonuses, raffle prizes, cookouts, company parties, and other social/family events.
Check us out at www.focusservices.com to learn more about our company history, culture, and values!
THIS MESSAGE WILL SELF-DESTRUCT IN 5 SECONDS ... SO APPLY ASAP!
APPLY ONLINE
at www.focusservices.com/careers
Release Authorizing Check of Employee's Credentials In consideration for the examination of my suitability for new or continued employment, I hereby authorize Focus Services. (hereinafter the Company) to perform all checks of my credentials as allowed by law including, but nor limited to, discussions with: supervisors and former supervisors, friends, business associates, or other individuals that the company, in its sole discretion, believes may have relevant information regarding my suitability for employment or continued employment. I further authorize the Company to perform the following checks of my credentials: Criminal Background Reports, Motor Vehicle Report (MVR), Consumer or Investigative Credit Reports, Social Security Verification Report, and such other reports/checks as the Company deems appropriate. I agree not to assert any claims or causes of action of any kind against the Company, its agents, its employees, or any individual or company contact by the Company, arising out of the Company's investigation. I further release and forever discharge the Company, its agents, its employees, and the individuals and companies contacted by the Company as part of its investigation, from any and all claims, demands, damages, actions, causes of action, or suits of any kind or nature whatsoever arising from the Company's investigation of my credentials. I acknowledge that the Company has made no representations of any kind as to whether employment will be offered or continued at the conclusion of its investigation. I hereby acknowledge that I have read the above disclosure statement and understand it. You have the right to make a written request within a reasonable period of time to receive additional, detailed information about the nature and scope of any investigation. You may request a copy of any report. You will be notified if a decision not to hire or continue to hire is made based on the information discovered through any of the various reports secured by the Company. Notice - This is to inform you that as part of our procedure for processing your suitability for employment, we may obtain from a credit reporting agency a consumer report containing financial and other information about you. We comply with the Fair Credit Reporting Act, which provides individuals with rights regarding consumer reports and which places specific obligations on employers using credit reports.
Terms of Employment Focus Services is an equal opportunity employer and offers employment opportunities to qualified individuals regardless of their race, color, religion, sex, national origin, age, physical or mental handicap, veteran or disabled veteran status and conforms to all applicable laws and regulations. It is understood and agreed upon that any misrepresentation by me in this application will result in cancellation of this application and if employed my employment may be terminated at any time. Furthermore, I understand that my employment is at-will, which means that just as I am free to resign at any time, the employer reserves the right to terminate my employment at any time, with or without cause and without proper notice. I understand that no representative of the employer has the authority to make any assurances to the contrary. I give the employer the right to investigate all references and to secure additional truthful information about me, if job related. I hereby release from liability the employer and its representatives for seeking such information and all other persons, corporations, or organizations for furnishing such information. I authorize the company to release to any person, firm, entity or organization with which I may seek employment in the future, any truthful information concerning my work experience with the company. I hereby release and hold the company harmless from any claim for releasing any truthful information within its knowledge and/or records. I hereby voluntarily consent to a physical examination and/or tests to be conducted by company-designated physicians and/or other appropriate medical personnel. If employment is offered, I specifically volunteer for testing to determine the presence of drugs and/or alcohol in my system. I voluntarily authorize the release of the test results to the management of this company for use in determining my eligibility for employment. I understand that only those applicants with a negative drug and/or alcohol test result will be considered for employment. In submitting this application I agree that I have read, fully understand, and agree to the terms listed above.
Focus Services is seeking motivated, dependable individuals to join our team. Our employees enjoy working in an exciting environment that offers excellent advancement opportunities, competitive salary, and a comprehensive benefits package.
Focus Services is a leader in the call center industry with a dynamic team of employees in 11 contact centers in four different regions of the world.
If
you
have computer experience from hobby level
gamer , to prior work experience, or an educational background in IT support, and you enjoy working with computers, routers, and network connectivity, you will definitely do well as a
Technical Support Specialist .
Your mission ... should you choose to accept it ... is to field calls, answer questions, explain product information, and provide customers clarity on their accounts
POSITION TITLE
Technical Support Representative
OVERVIEW
This is an exciting opportunity to join Focus Services Technical Support team. Core job responsibilities include providing technical support to customers with internet, television, and phone services. Additionally, ideal candidates will be responsible for creating accurate interaction notes within the call dispositioning system.
SPECIFIC EXPECTATIONSAssist customers with resolving loss of internet connectivity and quality of service issues (Wi-Fi & Wired devices), cable television issues, equipment provisioning issues, and issues related to phone service (e.g., loss of dial tone, quality of service, telephone number porting).Ability to drive customer issue(s) to resolution during the initial customer interaction.Demonstrates the ability to manipulate multiple tools effectively and efficiently (e.g., Knowledge base, various tools that assist with issue diagnosis/resolution)Based on the customers wants and needs, acts as a product consultant, articulating appropriate product solutions, features and benefits.Demonstrate awareness of company policies and procedures, utilizes sound judgment, and remains within scope of support.Follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).Must be able to work in a fast-paced, structured, dynamic and high transaction environment, with the ability to maintain composure in stressful situations, to manage, negotiate with, and diffuse angry or upset customers.Demonstrates the ability and takes ownership to achieve established goals and performance metrics.Comfortable adapting to policy and/or procedural changes that are communicated via instructor lead training, virtual training, e-mail, and/or verbally via team huddles.Interacts with customers via telephoneMust be able to wear telephone headset and manipulate objects such as keyboard and mouse for extended periods of time.QUALIFICATIONS
High School Diploma or equivalentProficient in Microsoft Windows & Mac OSTechnical aptitude as it pertains to navigating multiple windows of information1+ years of customer service experience in a performance managed environment that is technology focused with high volume troubleshooting via phone or prior gaming experienceStrong typing and oral communication skillsRegular and prompt attendance during training and scheduled shiftsRequires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.Winning ATTITUDE and DRIVE FOR SUCCESS, a must!INSURANCE BENEFITS & TIME OFF
Health InsuranceDental InsuranceVision InsuranceLife InsurancePaid Time OffPaid HolidaysReduced or Flexible HoursFamily Medical LeaveFINANCIAL BENEFITS
Excellent base wageDaily / Weekly / Monthly Contests and PrizesScholarship OpportunitiesPerformance BonusPERKS & DISCOUNTS
Employee DiscountsCompany Social EventsOn the Job & Continuation TrainingProfessional Development/Advancement OpportunitiesVolunteer Assistance ProgramReferral ProgramsTons of food and snacksCharity eventsCasual dress codeTiered promotional opportunities based on performanceIndividual and Team recognition
WHY WORK FOR FOCUS?
Because we believe that where you work matters and will provide you with an enjoyable, challenging, and rewarding experience in every way. As Focus employees we believe that giving back matters and we are dedicated to providing assistance to our employees, their families, and the organizations and communities in which they live. Focus Services is dedicated to instilling in its employees a lifetime commitment to educate and inspire people everywhere.
OUR ENVIRONMENT
Focus Services is an open call center layout. We utilize the latest technology and have a diverse and rewarding atmosphere. Focus employees receive daily recognition and are rewarded with sales bonuses, raffle prizes, cookouts, company parties, and other social/family events.
Check us out at www.focusservices.com to learn more about our company history, culture, and values!
THIS MESSAGE WILL SELF-DESTRUCT IN 5 SECONDS ... SO APPLY ASAP!
APPLY ONLINE
at www.focusservices.com/careers
Release Authorizing Check of Employee's Credentials In consideration for the examination of my suitability for new or continued employment, I hereby authorize Focus Services. (hereinafter the Company) to perform all checks of my credentials as allowed by law including, but nor limited to, discussions with: supervisors and former supervisors, friends, business associates, or other individuals that the company, in its sole discretion, believes may have relevant information regarding my suitability for employment or continued employment. I further authorize the Company to perform the following checks of my credentials: Criminal Background Reports, Motor Vehicle Report (MVR), Consumer or Investigative Credit Reports, Social Security Verification Report, and such other reports/checks as the Company deems appropriate. I agree not to assert any claims or causes of action of any kind against the Company, its agents, its employees, or any individual or company contact by the Company, arising out of the Company's investigation. I further release and forever discharge the Company, its agents, its employees, and the individuals and companies contacted by the Company as part of its investigation, from any and all claims, demands, damages, actions, causes of action, or suits of any kind or nature whatsoever arising from the Company's investigation of my credentials. I acknowledge that the Company has made no representations of any kind as to whether employment will be offered or continued at the conclusion of its investigation. I hereby acknowledge that I have read the above disclosure statement and understand it. You have the right to make a written request within a reasonable period of time to receive additional, detailed information about the nature and scope of any investigation. You may request a copy of any report. You will be notified if a decision not to hire or continue to hire is made based on the information discovered through any of the various reports secured by the Company. Notice - This is to inform you that as part of our procedure for processing your suitability for employment, we may obtain from a credit reporting agency a consumer report containing financial and other information about you. We comply with the Fair Credit Reporting Act, which provides individuals with rights regarding consumer reports and which places specific obligations on employers using credit reports.
Terms of Employment Focus Services is an equal opportunity employer and offers employment opportunities to qualified individuals regardless of their race, color, religion, sex, national origin, age, physical or mental handicap, veteran or disabled veteran status and conforms to all applicable laws and regulations. It is understood and agreed upon that any misrepresentation by me in this application will result in cancellation of this application and if employed my employment may be terminated at any time. Furthermore, I understand that my employment is at-will, which means that just as I am free to resign at any time, the employer reserves the right to terminate my employment at any time, with or without cause and without proper notice. I understand that no representative of the employer has the authority to make any assurances to the contrary. I give the employer the right to investigate all references and to secure additional truthful information about me, if job related. I hereby release from liability the employer and its representatives for seeking such information and all other persons, corporations, or organizations for furnishing such information. I authorize the company to release to any person, firm, entity or organization with which I may seek employment in the future, any truthful information concerning my work experience with the company. I hereby release and hold the company harmless from any claim for releasing any truthful information within its knowledge and/or records. I hereby voluntarily consent to a physical examination and/or tests to be conducted by company-designated physicians and/or other appropriate medical personnel. If employment is offered, I specifically volunteer for testing to determine the presence of drugs and/or alcohol in my system. I voluntarily authorize the release of the test results to the management of this company for use in determining my eligibility for employment. I understand that only those applicants with a negative drug and/or alcohol test result will be considered for employment. In submitting this application I agree that I have read, fully understand, and agree to the terms listed above.