Client Support Professional (CSP) - Working From Home

  • Free
  • Published date: November 19, 2020
    • New Jersey, United States

JOB DESCRIPTION

In this role, the Client Support Professional will be processing inbound calls from the customers of our client. The work tools, systems, job aids and live support resources (supervisors and experts chat rooms) are accessible via a secured portal to our client’s Virtual Private Network (VPN).

​Main duties include the following :

Answering inbound calls with professionalism, phone etiquette, providing support to the customers with empathy and efficiency.

Multi-tasking - determining the customer’s request/problem on the call, utilizing the available work resources and tools to research for suitable solutions, useful information and advice for the customer.

Performing various customer account updates and maintenance tasks.

Completing efficient and accurate data entry to document the resolution history on every call.

All candidates are required to successfully complete the Certification program before their service contract becomes effective. They must attend the online training sessions, facilitated by instructors in a virtual classroom environment. Learners will have to comply with all the program requirements, complete daily assignments, participate actively in the class activities and pass all the mandatory examinations in order to certify for this role.



TECHNICAL REQUIREMENTS

The technical requirements for this position are the following:

A noiseless work space at home, inaccessible to third parties during the servicing period.

​A PC or laptop computer meeting the following minimum requirements:

o A dual core processor of at least 2.8GHz.

o 20 GB free hard drive space 4 GB of RAM memory

o A Windows 8 or 10 operating system.

​An internet connection meeting the following requirements:

o The connection must be hard wired (WiFi is not accepted).

o The upload speed is 10mbps and the upload speed is 3mbps.

o The maximum latency threshold: 120 milliseconds

​Typically, a USB headset with microphone is required during both training and servicing period.

In some instances, a landline (Home phone) may be required, for calls taking, during the servicing period.



PROFESSIONAL REQUIREMENTS

Successful candidate in this role, are expected to demonstrate and develop the following skills set:

​Fluency in written and verbal communication in the language of work. Please note a minimum of English reading and comprehension is necessary; because the work tools and systems interfaces are configured in English only.

​Problem solving skills, critical thinking, active listening.

A good knowledge of the tools, systems, procedures and business policies.

​Accurate and timely data entry skills, attention to details and multi-tasking.

​Phone etiquette, self-control and natural empathy to build connections with each customer and manage their expectations.

​Due diligence, good work ethics, team spirit, discipline and autonomy to learn and work, are essential to the individual without in-person supervision and whose interactions with the support team are restricted only to a live chat room.

A minimum of respectively, 6 months working in a call center environment (an asset) and one year work in the field of customer service.



DISCLAIMER

Please be advised that in this role, the individual will work as a self-contractor.
Reference : Client Support Professional (CSP) - Working From Home jobs

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