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Bilingual ( ENG FR) Technical Support Agent- Work from home

Company: Alorica Inc.
Location: New Brunswick
Posted on: June 12, 2021

Job Description:

Requisition ID: 171083

Job Category: Call Center

Location: Canada-Virtual-New Brunswick

Posted Date: 5/25/2021 8:58:39 PM

GET TO KNOW ALORICA

At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Your mission (should you choose to accept it) is to offer customer support through phone to customers who have questions, concerns or confusion around a particular product or service.

You're literally the voice of the brand, and a strong relationship between our clients and their customers starts with you. So only the awesome need apply.

KEY JOB RESPONSIBILITIES

  • Troubleshooting with the customers on how to update, and fix their devices.

  • Assist the customers in configuring and updating their software

  • Review with the customers different Apps and functionalities on their device

  • You will use your positive attitude, your caring nature and your top-notch customer service skills to make an impact on your customers' day.

  • Talking to customers over the phone, email or chat to resolve their questions or concerns.

  • Accurately document and update customer records in the computer system.

  • Upsell products or services to customers, if appropriate.

  • Remain calm and helpful even when dealing with upset customers.

  • Escalate customer complaints and/or calls to your manager when necessary.

  • Provide feedback and recommendations to your manager on ways the company can improve.

  • Perform other duties as assigned by your management team.

WHY JOIN ALORICA?

Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much - that's why we're so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.

Simply put, we want to make lives betterone interaction at a time. And to do that, we need the very best people to join us.

But please, allow us to entice you further! As an Alorica employee, you may receive:

  • Paid training
  • Medical and dental benefits
  • Paid time off
  • Retirement planning options
  • Employee discounts through client programs

Working at Alorica means potentially having the freedom to explore all kinds of career options - from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed - because when you're at your best, that's when we're at our best.

So what do you say? Ready to take the next step?

Minimum Education and Experience:

  • High School Diploma or GED required
  • Customer service experience a plus
  • Phone-related customer service a major plus
  • Familiarity with Microsoft Windows, Word, and Excel applications
  • Language skills ( English and French )

Knowledge, Skills and Abilities:

  • Customer service skills - and an overwhelming desire to make lives better, one interaction at a time
  • Ability to use phone and computer systems
  • Excellent oral and written communication skills
  • Strong listening/comprehension skills
  • Ability to stay composed and objective
  • Conversational, patient and confident, with a positive attitude

Qualifications - External

TECHNICAL REQUIREMENTS TO WORK FROM HOME

For this opportunity, you will be required to independently have access to the following equipment and skills:

  • Computer or Loptop ( Windows 10 ) Mac is not acceptable
  • You will need to have or purchase a USB Headset (the sooner you get these, the better.)
  • Wired High Speed Internet access
  • Internet Connection: DSL, cable, or fiber optic (no dial-up, satellite, or wireless.) You MUST be able to hard wire into the router via an ethernet cord.

WORKING CONDITIONS

Work Environment

  • The comfort of your own home!
  • Constant usage of phone and computer systems

Physical Demands

Constant sedentary work. You'll typically be sitting for most of the time, so be sure to get up and stretch once in a while. Your circulatory system will thank you.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

TAKE THE NEXT STEP

Let's make lives better. Let's defy the status quo. And let's go beyond thinking outside the box - and decide to obliterate the box instead.

Equal Opportunity Employer - Veterans/Disabled

Keywords: Alorica Inc., New Brunswick , Bilingual ( ENG FR) Technical Support Agent- Work from home, Other , New Brunswick, New Jersey

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