Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

In a call center environment and under close supervision, the Technical Support Representative (TSR I) engages in real-time.

As a Tier 1 Technical Support Agent, you’ll help customers understand their PCs and other connected devices, get their devices up and running, and troubleshoot any problems that customers might be experiencing with their devices. We're looking for smart problem-solvers who love helping customers and have a proven track record.
 

Now, let’s talk a little bit about who we are:

We only plan to keep growing, so you must be prepared to grow with us and thrive in our dynamic, fast-paced environment. We’re working daily to create a fun and supportive workplace because we believe our people are our greatest asset. Most importantly, our employees are encouraged to be themselves – unscripted – which allows them to provide the best solutions possible.

What you'll be doing:

• Effectively explain technical information to users of all levels

• Respond to customer requests; replicate & troubleshoot any issues

• Provide feedback to product and engineering teams, resulting in a better customer experience

• Provide excellent customer service, including maintaining focus on the customer’s issue in a fast-paced environment

• Analyze, isolate, research, and effortlessly explain step-by-step technical troubleshooting solutions related to software or hardware

• Effectively communicate with customers while documenting conversations, exchanges, or sessions in multiple systems

• Demonstrate interpersonal skills with a diverse customer base

• Successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting

• Demonstrate conflict resolution, negotiation, and de-escalation skills

• Successfully consult with our customers to uncover additional product needs

What you'll need:

• High School diploma or GED

• Maintain regular and reliable attendance, including the daily schedule as assigned

• Be flexible with the work schedule, including working weekends, holidays, and evenings

• Ability to work overtime as required by business, most often occurring in the weeks surrounding the holiday seasons

• A minimum of one year in a customer service role

• A minimum of one year in technical support or equivalent education related to home networking, internet connectivity, PC/peripherals and connected home devices

• Qualified candidates will be comfortable in a multi-tasking, high-energy environment; They will be creative and analytical problem solvers with a passion for excellent customer service

• Strong decision-making and analytical abilities

• Ability to identify customer needs and articulate products and services

• Schedule flexibility to include weekends, evenings, possible holidays, and occasional overtime

• Highly developed sense of integrity and commitment to customer satisfaction

• Meet all attendance and dependability requirements

• Be a team player

• A dedicated area to work from in your home

• Ability to pass a background check and drug screen

Work at Home Set-Up Requirements
 

Standard Connect and Speed
Wired Ethernet connection 50 Mb/s download, 10 Mb/s upload (wireless is not permitted)
*Some programs may require higher speeds.
 

Monitor

• (2) 21” monitor(s). You will supply one and Everise will provide one.

• Hard-wired Broadband Internet Service via DSL, Cable, or Fiber OpticThe use of wireless connections to access Everise Work at Home systems at any time is prohibited, even if the connection is encrypted.

• Additionally, Satellite, Microwave, and Cellular Hotspot Internet Services are not permitted or accepted.
   

Headset
You will need to purchase a headset. Specific models will be shared during the interview process.
 

To be supplied by Everise:
Keyboard
Mouse
Webcam

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.