Job: NOW HEAR THIS! CALLING ON ALL CALL CENTER SUPPORT AGENTS!

Telvista: Empowering innovation into the next Generation! Come join the Telvista solution in 2010! At Telvista, people make the difference. Whether you are looking for full-time or part-time opportunities, just getting started in or rejoining the workforce, Telvista is an excellent place to learn valuable skills.

Our agent team members are our front line support aiding our clients' customers in a variety of ways through phone, chat and email interaction. They provide 24/7 technical and help desk support, customer service and sales solutions to clients in the retail, computer hardware and software, telecommunications, Internet service providers, and travel and tourism industries.

We encourage a team environment and offer team member recognition programs specific to each client account. We currently offer a benefits package to full-time team members which includes: medical and dental coverage, 401(k), long-term disability, life insurance, paid sick time, paid personal time, tuition reimbursement and paid holidays.

This state of the call center has 75 immediate openings for experienced technical support candidates with strong technical and trouble shooting skills. Great environment and future growth opportunities.

Job Summary: Troubleshoot via chat, email and phone customer concerns with computer hardware and software issues as well as client specific equipment and applications by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned.
- Answers incoming inquiries, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
- Asks effective questions and gathers information to determine source of problems and customer needs.
- Utilizes active listening and trouble shooting to resolve complex customer issues and accurately determine when an escalation or transfer is required.
- Uses client specific reference materials and customer service skills.
- Stays current with latest technology changes.
- Logs on/off customer care system and accesses account files.
- Enters alpha and numeric data via computer keyboard into an automated system accurately.
- Accurately captures all customer and issue related information in the proper database.
- Leads customers through documented process of fixing their software, hardware, or network problems.
- Uses product information, multiple client tools, client specific reference materials, scripting, intermediate technical knowledge, and customer service skills and problem solving skills to diagnose and solve customer problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Qualifications: The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.
Computer Skills: Ability to listen and respond while keying into automated system. Ability to learn client-specific software and hardware (Windows or Mac environment).
Required Experience
Education and/or Experience: Two years of customer service experience, one year certificate from college or technical school, strong technical aptitude, and knowledge of software and hardware systems and programs; or equivalent combination of skills, education and experience.