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Technical Support

hace 1 mes

City, México LTVplus A tiempo completo

**MRF F624**

**Is This YOU? Then We Want to Meet You**
- Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
- Accurately identify and convert customers for our client Home Advisors. Strive to resolve customer issues with onechat/one
- call resolution.
- Meet and exceed biannual goals set forth by Technical Support Management.

**DUTIES and RESPONSIBILITIES**
- The job role is to take calls and answer tickets through our CRM. (Voiced Accounts)
- Provide customer service by answering questions and providing resolution based on the campaign's processes.
- Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
- Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
- Effectively troubleshoot, resolve and properly document support calls, chats, and cases.
- Effectively execute transactions for paid services.
- Work closely with other departments to resolve outstanding issues.
- Assist in documenting solutions for our Knowledgebase for training and information purposes.
- Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
- Provide backup chat/case/call support for Customer Service volume when necessary.
- Project a positive attitude and be a mentor for other employees.
- Accurately record and submit timesheets and paid time off requests. Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management
- approved tools.

**KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS**
- Minimum of high school diploma or equivalent required, post high school education preferred.
- Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
- 6+ months customer service or sales experience required.
- Ability to work on multiple projects and tasks simultaneously in an efficient manner.

**KEY SUCCESS FACTORS**
Ability to work independently, with little supervision in a fast
- paced environment. Customer
- centric demeanor. Critical thinking, problem
- solving, and research skills are a must.
- Must be able to adapt to every type of customer regardless of the computer skills they possess.

**PERFORMANCE MEASURES**
- Must pass calls, case and chat quality goals. Must meet call/chat handling goals such as wrap
- up, talk time, first contact resolution, and other stats.
- Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
- Must maintain team ownership requirements.
- Must be able to adhere to assigned schedule.
- Attend and participate in scheduled team meetings.

If this sounds like you, then you’re just who we’re looking for to join our remote LTVplus squad

**Who We Are LTVplus - Your Global Remote Team**
At LTVplus, we’re all about delivering WOWworthy customer experiences for brands worldwide. We’re a remotefirst company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

**When you join LTVplus Your Mission will be to**
- notch support.
- Collaborate with our awesome team to boost customer satisfaction and share insights.
- Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
- Adapt to different client needs - because every day is a new adventure

**Tech Checklist - Gotta Have It**
A reliable computer (preferably younger than 3 years) and a stable high
- speed internet connection.
- Some experience with Salesforce and any Cybersecurity software would be awesome
- A quiet, cozy workspace to handle calls and chats like a pro.

**What’s in It for You? Perks & Benefits**
- Monthly pay that makes your bank account smile.
- Quarterly virtual hangouts to connect and have fun with the team.
- Annual team retreats - work hard, play harder

**Employment type**

Full-time

**Department**

Operations

**Location**

Mexico/Mexico City