Technical Call Center Agent (Seasonal)

Location: Vancouver, WA

Retail Imaging Management Group - Technical Call Center Agent (Seasonal)

ABOUT US 
Retail Imaging is a service provider that provides support solutions to clients across the nation. While the support solutions we provide vary from client to client, one thing remains constant:  we are committed to providing unparalleled support and service.  Click here to learn more about Retail Imaging. 

WHY YOU’LL LOVE WORKING HERE 

  • Optional and affordable medical, dental, and vision benefits.
  • Excellent holiday and paid time off benefits.
  • Flexible schedule options, Monday – Sunday.
  • Competitive hourly rate of up to $13.50, depending on experience.
  • Team-oriented and inclusive environment.
  • Learn about your job with the support of knowledgeable, friendly, and engaged co-workers.
  • Hands on support and training from supervisor.


ABOUT THE POSITION 
Position Overview
On a seasonal basis, provide effective, professional, and timely technical support to our clients via phone-based platform.

Critical Success Factors
The following is a list of the critical combination of traits, experience, and education a person needs to be successful in this role. To secure an interview for this position; all applicants must clearly demonstrate that they embody these ‘critical success factors’. 
  • Relevant Education: You have either a high school diploma or a G.E.D. 
  • Relevant Professional Experience: You have a minimum of six months of experience providing effective customer service support to diverse people, ideally within the technical field.  
  • Strong Customer Service Skills: Regardless of who you’re speaking with or what you’re working on, your natural ‘default setting’ is calm, professional, and solution oriented. 
  • Strong Writing Skills:  You can communicate simple and complex information clearly using email.
  • Phone Friendly: You can communicate clearly and in a solution oriented manner over the phone.
  • Goal Oriented: Whether it’s learning new processes and procedures or adjusting to change, you ask questions and seek support in a manner that strengthens your ability to do the best job possible. 
  • Dependable: You can be counted on to consistently show up for, and work diligently during, each scheduled shift.
  • Linguistic Abilities: You’re able to write, read, speak, and understand English.
  • Travel Ready: You have consistent access to a reliable transportation. 
  • Flexible:  You can work a variety of shifts, including morning, mid, and closing on weekdays and weekends.

Day in the Life 
While not exhaustive, the information below will provide a snapshot of the types of things the person in this position will be responsible for.

  • Respond to inbound, and place outbound, calls to clients needing technical support assistance.
  • Understand and adhere to pre-determined call response and resolution times.
  • Utilize existing tracking system to accurately document relevant inbound and outbound call information, including but not limited to:
    • Client name
    • Root issue
    • Troubleshooting steps attempted and end result  
    • If no resolution can be arrived at, document that the call was routed to a call center ‘Lead’ or ‘Subject Matter Expert’ with additional follow-up notes to ensure successful hand-over.

APPLICATION INSTRUCTIONS 
In order to secure an interview for this position, your resume and cover letter must demonstrate that you meet the requirements of this position. Application materials must be submitted via email to TCC-hiring@retailimaging.com.   

 

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