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Helpdesk L1 $16/hour

Alorica

Location: Tampa, FL 33634
Type: Full-Time, Non-Remote
Posted on: May 1, 2021
This job is no longer available from the source.
Helpdesk L1 $16/hour
Alorica
15,402 reviews
Tampa, FL 33634
Alorica
15,402 reviews
Read what people are saying about working here.
Job details
Salary
$16 an hour
Job Type
Full-time
Number of hires for this role
10+
Full Job Description 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
Responsible for receiving and processing incoming phone calls for assigned clients and program in accordance with corporate and department policies, procedures, quality standards and applicable laws and regulations.
JOB RESPONSIBILITIES
• Connect with customers to help resolve and find solutions to customer issues of a technical nature
• Collect information, investigate issues or diagnose and troubleshoot problems
• Research and resolve issues within the scope of responsibility
• Obtain, enter and verify customer information in designated systems
• Maintain in-depth knowledge of assigned client’s products and service
• Responds to requests and calls from customers related to client specific programs and products
• Identifies and responds to customer’s needs based on designated procedures of account/client
• Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call related information of each call received for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
OTHER RELATED DUTIES
• Escalates calls to supervisor when necessary and appropriate
• Maintains and updates customer information as necessary
• Provides support and assistance as needed
• Up-sells to customer upgrades as necessary
• May perform other client specific duties as necessary and required by program/account
• Other duties as assigned
Minimum Education and Experience:
• High School Diploma or GED required; graduation from a college with an Associate’s degree preferred
• Customer service experience
• Phone related customer service
• Familiarity with Microsoft Windows, Word, and Excel applications
• May require client specific bilingual language requirement, as necessary
Knowledge, Skills and Abilities:
• Knowledge of product/procedures
• Ability to use phone and computer systems
• Customer service skills
• Strong interpersonal skills
• Excellent oral and written communication skills
• Strong listening/comprehension skills
• Ability to stay composed and objective
• Patience/empathetic
• Demonstrate a positive attitude
Work Environment:
• Constant work performed in a climate controlled, call-center environment
• Constant usage of phone and computer systems
Job Type: Full-time
Work Location:
• Multiple locations