part time tech

Job Details

Job Description
Position title: Customer Support Specialist

This is a customer service role that provides technical support and analytics to a tech support manager; the bachelor’s degree is a must

Location: The position is a remote position until it is safe to get back into an office environment. Offices will be in Houston/Sugarland TX, Phoenix/Tempe AZ. Would prefer Phoenix.

of open positions: 8

Length of contract: 3/1/2021 - 2/28/2022

Pay Rate: $21 per hour

Years of experience (minimum/maximum): This is an entry level position for 40h/week on rotation to provide 24/7 customer support.

Education: Bachelor’s degree required, in a technical/Engineering field preferred

Job description

  • Customer assistance:
  • Ensures that any customer issue is tracked using Client’s ticket management system.
  • Ensure that a resolution or a path to resolution of customer issues is defined and that all the relevant elements are documented and escalated to the right Customer support specialists... coordinates resolution with second tier Service and/or Spare Parts teams.
  • Key tasks:
  • Provides first level telephone Technical Support wherever required.
  • Where a solution already exists, Identifies the solution and provide the scope of work for dispatch to site and inform the customer or escalate to site and parts dispatch.
  • Ensures all calls are closed within SLA.
  • Updates case management database with call status and information and ensure all parties are informed.
  • Ensures all procedures are implemented.
  • Customer Request:
  • Filter incoming calls, emails and ticket to make sure they are addressed by the relevant team: customer support, sales, service technician dispatch, spare parts, etc.
  • Customer relations Proactively informs customers about issue status based on inputs, clarifies any questions.
  • Ensures a positive customer experience throughout the entire process.
  • Data analysis Prepares and analyzes regular statistics (e.g. resolution, pending, etc) using available tools and collecting relevant information.
  • Targets Tracks regular target performance and provides results to management.

Qualifications

  • Abilities:
  • to adapt to a rapidly growing and changing work environment, to maintain excellent customer service rapport.
  • Flexibility to perform other duties which may from time to time be requested by Remote Service Manager or Management.
  • Strong analytic and deductive reasoning.
  • Experience:
  • some technical support in electrical or power electronic hardware break/fix trouble shooting environment would be preferred.

Others

  • Proficiency in Windows based applications, Microsoft Word and Excel
  • Must be able to lift a minimum of 50 pounds.
  • Travel up to 30% may be required within US territory.
  • Spanish or French speaking would be a plus.

Thank you.

Why Kelly®?

By partnering with Kelly® IT, you'll have direct connections to top companies around the globe-giving you the chance to put your tech skills to work on some of today's most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, keep learning, and move your career forward.

About Kelly®

At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/non-traditional 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 and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance

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