ABOUT US
ZoomOnline aims to provide an exceptional customer experience by offering fast, uncapped, affordable Wi-Fi-enabled internet service. Connecting exclusively through Zoom Technology Group’s fiber infrastructure and network. We are a customer-oriented business that prides itself on exceptional service delivery. We are a collaborative, creative, entrepreneurial team building a vibrant and dynamic brand where people who want to make a difference can grow their careers.
PURPOSE OF THE ROLE
We are looking for a bilingual (English - Spanish) customer-oriented Technical Support Representative. As the Bilingual TSR, you will serve as a front-line representative and play a pivotal role in the continued stability and growth of our organization. Handling all customer queries and listening to customer inquiries or complaints about internet service or equipment issues. Additionally, you troubleshoot and walk customer through connectivity concerns as well as device (router/modem) issues.
RESPONSIBILITIES
- This position will require clear and professional communication skills in English and Spanish, advanced troubleshooting abilities, and a genuine ability to help customers, demonstrate patience and be outgoing, engaging, and empathetic.
- Promotes quality customer experience and honest and committed customer care in a call center environment
- Engages in real-time troubleshooting with customers to resolve technical issues in a call center environment
- Educates residential customers about the installation and use of products
- Discover the root cause of customer problems and identify the action required to resolve, whenever possible, using company databases, customer information, and collaboration with other departments
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
QUALIFICATIONS
- Two (2) years proven experience providing Technician or Help Desk support
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Exceptional phone etiquette and communication skills (verbal & written)
- Strong problem-solving skills with the ability to think analytically
- Ability to multitask and prioritize tasks in a fast-paced environment
- Proficient in Microsoft Office or 365 platforms; familiarity with Mac OS, a plus
- Demonstrate high level of professionalism
- Demonstrated punctuality with good attendance
- Experience with CRMs, ticketing tools, remote support tools, and/or understanding of Virtual Desktop Infrastructure support.
The goal is to make sure that customer value is maintained to the standards set forth by the company. If you are motivated and results-driven, and enjoy working in a team environment, we’d like to meet you.
ZoomOnline is an equal-opportunity employer.
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Rotating shift
- Rotating weekends
Ability to Commute:
- Dallas, TX 75201 (Required)
Work Location: In person