Technical Support Agent in Boise, ID at Sykes

Date Posted: 9/28/2017

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Boise, ID
  • Date Posted:
    9/28/2017

Job Description

Overview

 

Join the Family - Nest is Hiring in Boise

 

SYKES is looking for full-time Technical Support Representatives in Boise, ID. Our team members take pride in helping people one caring interaction at a time.  Every time a SYKES customer care professional takes a call they have a chance to help someone answer a question, solve a problem, or find something they need.  Helping others, we find meaning in our jobs, while working in a fun environment with team mates who become friends.

 

Our clients are leaders in technology, finance, communications, health care, travel and retail.  Serving clients in diverse fields, our customer care professionals learn about, and then solve problems, in some of the most exciting and growing industries in today’s economy.

 

With supportive, caring leadership, our team members enjoy ongoing career development.  More than 90% of our open positions are filled by promotions from within.  Many people at SYKES say they came for a job, but have stayed for a career.

 

“I feel I have finally found a real path, a job that is not only an amazing opportunity, but I place where I can grow and call home.  I’ve found a career,” said Toni M.

 

You Should:

  • Possess phone and computer skills
  • Empathize and like being friendly with people you’ve never met
  • Enjoy problem solving
  • Have a great team spirit and willingness to work (and have fun with) a diverse group of people
  • Likes to learn new technologies

Nice to have (but not required):

  • Technical support and/or customer service background or experience
  • Understanding of a call center environment
  • Experience with diagnosing technical issues and providing a path to resolution

SYKES offers you:

  • Health benefits
  • Performance incentives
  • Paid training
  • Career advancement opportunities / Promotion from within
  • 401K
  • Fun team environment
  • And more!

 

Apply now using the button 'Apply for this job line' above, or contact our Boise Recruitment Team by texting SYKES4 to 85760!

 

SYKES is a leader in the customer contact industry with a passion for quality, a knack for teamwork and the vision for leading the transformation of customer care in the digital, call center and self-service sector.  For 30 years SYKES has delivered excellent service to Fortune 500 companies worldwide, with 50,000 employees located across the globe, we invite you to come be a part of something great. To get to know us a little better, click here or text “SYKES4” to 857-60.

 

You probably have friends or family who might also be interested, so please feel free to send them the link to this job opportunity!

 

EEO/AA/M/F/Vet/Disability 

 

 

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Responsibilities

NEST - On Site in Boise
SUMMARY

The role of the Contact Center Support Technician Tier 1 is to resolve Nest customer inquiries and to escalate where appropriate. These inquiries include pre-sales, order management, and technical issues through email and phone support, as well as chat potentially.
ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Assist consumers, partners, and professionals with pre-sales, order management, and technical issues through email and phone support
  • Handles both simple and complex troubleshooting issues via the telephone and email, addressing both hardware and software related issues
  • Multitasking through multiple systems while troubleshooting with customers
  • Effectively communicates technical information with customers
  • Diagnoses and provides a path to resolving technical issues
  • Report and escalate new customer issues
  • Follow approved Nest workflows in responding to customer inquires
  • Ensure excellent customer satisfaction
  • Work with Tier 2 to resolve or properly close tickets
  • Manage an individual ticket queue
  • Responsible to follow the direction of management and provide feedback
  • Achieve call center metrics including average Customer Satisfaction, Procedural Compliance, and schedule adherence and conformance
  • Additional responsibility as business needs dictate
EDUCATION and/or EXPERIENCE
  • Associate's or Vocational degree in technical field preferred, and/or 1-2 years related experience in one or more of the following fields, preferred:

    • Customer Service/Support Environment
    • Information Technology/Help Desk
    • Networking
  • Familiar with ticketing and telephony systems is preferred 

  • Aptitude to learn new hardware & software technical specifications

Job Requirements

  • Previous experience working in a call center is desired

  • Excellent Customer Service Skills

  • Strong written, verbal with an ability to communicate technical issues in an easy to understand format

  • Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner

  • Ability to communicate technical issues in an easy to understand format (verbal and written)

  • Superior time management, organizational and prioritization skills

  • Ability to navigate in a Windows or OS environment – prefer an understanding of both operating systems

  • Understanding of Wireless Networks (setting up wireless networks, trouble shooting, for

  • Windows and Apple, etc.)

  • Excellent interpersonal skills

  • Must act independently and be self-motivated

  • Aptitude to learn new hardware & software technical specifications

COMMUNICATION SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and/or listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Additionally, all employees world-wide are responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.
ETHICS COMPLIANCE

Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com). SYKES is proud to be an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status, nor will they be discriminated against on the basis of disability. Women, minorities, individuals with disabilities and veterans are encouraged to apply. EEO/AA/M/F/Vet/Disability.
DISCLAIMER

The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.