Technical Support Representative

Overview

Full Potential Solutions (FPS) is a new performance based outsourcing firm headquartered in Boston, MA with operations in Kansas City, MO; Metro Manila & Davao, Philippines and Chennai, India that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results. Our mission is to create an environment where our people THRIVE!

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
  
  

Our Mission: To create conditions within which people can thrive!

At FPS, we put our people first, because your success is our success. Our mission is simple: create a culture in which our employees thrive, because we believe that happy, motivated teams achieve groundbreaking results.

Responsibilities

As a Technical Support Representative, you will be responsible for identifying customer’s concerns through phone which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance. You will be carefully attending to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.

• Listen, handle and carefully attend to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Be able to identify customer’s concerns through phone; which includes but not limited to basic troubleshooting, system and equipment issues, installation, operational functions, and maintenance.
• Educate the customer’s support options and steps being taken to resolve the issue.
• Ensures to provide first call resolution with confidentiality to customers concerns and properly set expectations while utilizing available resources.
• Managing, installing, uninstalling, application programs and software.
• Experience with the following devices:
• Personal computer (PC) or Apple Mac computer
• Smartphones, Digital Music Players, Tablets
• Music downloading and organizing
• Understanding of internet concepts and features:
• Navigation to web addresses
• Internet security, secured connection - SSL
• Manage usernames and passwords for multiple sites
• Search engines, concepts, words, and the ability to search the internet for specific information in a timely manner
• Email application functionality including:
• Access and navigate, as well as full feature use of web based email applications (Outlook, Gmail, Yahoo, Comcast, other ISP provided/hosted email).
• Ability to organize email, maintains folders, manages attachments and downloads. In addition to the basic qualifications.
  

Qualifications

Soft Skills

• Excellent English communication skills.
• Advanced problem-solving skills and effectively communicate with customers and work groups.
• Preferably can communicate with customers at various technical levels using common terms.
• Ability to handle difficult technical situations effectively and ability to set expectations and deliver information in a positive manner.
• Ability to multi-task and have organizational skills.
• Ability to work under pressure in a positive culture.
• Willingness to work in a Technical account environment.
• Must be willing to work in a shifting schedule - availability for evening, night, weekend, and holiday shifts.
  
  

Technical Skills & ISP Requirements

• Knowledge of computer technology and computer operating systems (LAN/WAN networking components, i.e.: PC’s, Routers, Multiplexers, Bridges and Switches. Etc).
• Good understanding of PC components and functionality.
• PC and gadget experience - Personal computer (PC) or Apple Mac computer, Smartphones, Digital Music Players, Tablets.
• Hardware and Software troubleshooting skills.
• Familiar with software installation.
  
  

Experience, Education, Age

• At least 1 year of Technical Support and Customer Service experience preferably with basic to intermediate knowledge in troubleshooting (cable, internet, phone services, VOIP) in a call center environment.
• Technical Support experience in a Telco program is a plus.
• Completed Senior High School or it’s equivalent (2nd year college).
• Computer and IT related course is a plus. (not required but preferred).
• Legal age of employment; at least 18 years old.