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Technical Support Representative

Company: Kelly Services
Location: Bloomington
Posted on: February 5, 2020

Job Description:

Job Description

Our Technical Support Advisors provide support to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues. This is a performance based organization where all calls are recorded, monitored, and reviewed on a daily basis. You will be responsible for support of Computers and Operating Systems, tablets, MP3 players and other technical devices.

Perks of joining KellyConnect:

  • Paid training at $13.50
  • Increase of $1.00 after 90 days
  • After 90 days Advisors may be eligible for a one-time $500 tenure bonus- hours requirement met
  • Advisor earning potential up to $17/hr
  • Explosive growth opportunities into departments such as Leadership, Quality Assurance, and Training

    Duties and Tasks/Essential Functions:

    Interact with customers in response to inquiries, concerns, and requests about products and services

    Gather customer/product information and determine the issue by analyzing the symptoms

    Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more

    Research using available resources, including article database systems

    Complete required training to stay current with system information, changes, and updates

    Participate in frequent 1:1/classroom video coaching sessions with leadership

    Exemplary attendance and punctuality



    Proper phone etiquette, including using client verbiage and positive positioning

    Ability to speak and type clearly and accurately, using proper grammar

    Ability to multitask between customer calls and logging of case notes

    Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to the organization

    Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance

    Experience with mobile devices (mp3 players, tablets, smartphones)

    Ability to adjust to constantly-changing technology, processes, and team structures

    Openness to constructive coaching and ability to implement performance objectives

    Ability to empathize with customers

    Willingness to work evenings, weekends, and holidays

    High School Diploma required

    Candidates must be 18 years or older

    Minimum 6 months call center experience required

    Must provide phone and internet services and quiet work environment, as the position is virtual


    Why KellyConnect--?Each year, we find work for nearly 23,000 call center employees. We offer temporary, temporary-to-hire, and direct-hire roles for both traditional office and home-based assignments. Our connections, from small- and mid-sized companies to 90 of the Fortune 100, can open your job search to a new world of opportunities. You get a more flexible careeryour waychoosing the positions you want, when and where you want to go, and always for competitive pay.About Kelly--At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

    Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity Equal Employment Opportunity is The Law.

Keywords: Kelly Services, Bloomington , Technical Support Representative, IT / Software / Systems , Bloomington, Illinois

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