Your duties will include, but not limited to, answering direct customer questions. The main focus for customer satisfaction is answering the request promptly and accurately. This includes a ticketing system (Kayako Helpdesk), a Live chat system (Kayako Live Chat), as well as answering the phone directly. We are a fast paced business with customers all around the world, so professionalism while in contact with these customers is paramount. We come in communications with many leaders in their respective industry from Heart Surgeons and Forensic Accountants to Therapists and Coaches. A flexible schedule is a must as we regularly cater to Events all across the US and the world. With that said, travel is not required other than being able to make it reliably to the office. Our office is conveniently located in the center of Downtown Jamestown! Our entire team is comprised of talented individuals throughout Digitell. We would love to add you to our roster of talented people.
Experience in any helpdesk/ticketing system would be a plus, but not mandatory. Skills in any type of chat system (Skype, Trillian, IRC, In-Game chat, etc.) will cross over for our Live Chat platform. We are a specialized company that caters to each clients needs. These needs of each client will be picked up during training. Our platform is robust and easy to learn so the basics will not be hard to pick up. Typing and spelling are a huge part of our role as Technical Support Agents; the faster you can type accurately, the better. Utilization of Google Docs, Spreadsheets, Calendar, etc. is incredibly helpful.
You will need to come to the table with the ability to hold a professional conversation when needed, but also interact with your peers on a more personal and fun level while showing respect. You will need logic based problem solving skills and attention to detail. You will also need to be able to work under pressure as we strive for a first contact resolution for our customers. Our entire office works incredibly close with each other the ability to connect with all ages and skill backgrounds is a must. As a Technical Support Agent you will work closely with Digitell's Development, Events, and Client Management Teams.