Position Summary:
This is a technical support call center role that encompasses both support and billing questions.. We mostly troubleshoot Broadband, VOIP, Email, Hosting and connectivity issues for our customers.
We have a “don’t pass the buck model”. This means that our call center reps take ownership of the calls they receive until the issue is resolved. This makes for varied challenges and a great environment to stretch your skills. The BSR role is a non-scripted, non-tired environment.
We are looking to hire for shifts some of which start as early as 5:00 AM, some as late as 2:30 PM and extending to 11 PM. The way we have the job set up you would have 3 weeks of paid training between 8:00 and 5:00, then a 30-day temporary schedule during core business hours (sometime between 5am and 11pm. After this period you must be available to work any shift requested scheduled. This position is for 40 hours per week, but at time additional overtime is required and/or available. The position does allow for two days off each week, however those two days could be either together or split and fall on either weekdays or weekends. The BSR position requires extreme flexibility, as start times each day can be erratic and non-consistent. Flexibility for shift requirements is mandatory to qualify for this position, 5am to 11pm shifts, Monday through Sunday.
Your responsibilities will include but are not limited to:
• Answering initial and follow-up phone calls from customers who have service and technical support issues.
• Responding to service tickets opened by customers and other Speakeasy employees.
• Providing timely and thorough resolution of all issues raised by Speakeasy business customers, as well as documenting all actions.
• Owning all issues through to resolution, delegating if necessary or when beyond your skill level.
• Customer billing and invoicing support.
• Supporting and troubleshooting broadband connectivity, including ADSL, SDSL, IDSL and T1 service.
• Supporting and troubleshooting domains and DNS issues.
• Phone call and ticket queue awareness and ownership
• Maintaining consistent quality and performance metrics as set out by management.
To be considered for this position applicants MUST have the following knowledge:
• DSL Technology
• TCP/IP
• Domain Hosting
• LAN Concepts
• IP
• Layers 1 to 4
• Router, switch & hubs
This position requires the following skills and experience:
• Previous call center experience.
• Ability to effectively deal with the expectations of a very high-volume call center.
• Ability to handle and prioritize multiple contacts and tasks.
• Familiarity with all of Speakeasy’s services, products, and offerings.
• Excellent written and verbal communications skills, and an ability to maintain strict professionalism in all client communication.
• Familiarity with Speakeasy processes and systems, and with our vendors’ processes and systems.
• Familiarity with Speakeasy’s Support, Activations, and Sales Departments, and how they relate to each other.
• Ability to keep a regular and consistent work schedule, be available to work variable shifts.
What Speakeasy does offer is the opportunity to have a great career in a casual and collaborative environment. After the initial first 6 months, new hires are encouraged to apply for any open position for which they qualify, and can move into a new position and upwards every 6 months. At Speakeasy we have a lot of internal growth. This of course is contingent on good attendance, customer service and quality metrics. So come in and show us your talent and we'll reward it!
Speakeasy offers a full suite of benefits, including full medical, dental, and vision coverage (100% paid for employees); a 401(K) plan with a company matching contribution; a transportation benefit; and many other excellent perks. We're looking for talented and highly skilled individuals to join our dynamic and fast-paced culture and contribute to Speakeasy’s continued success.
Please apply at: www.speakeasy.net/careers
- Location: Seattle
- Compensation: 13-16 per hour
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.