Kelly Services is currently seeking Technical Support Specialists for a manufacturer and distributor of designer eye wear located in Mason, OH.

As a Technical Support Specialist, you will provide Inbound customer service for internal customers (Company Stores).

Job Title: Technical Support Specialist
Location: Mason, OH 45040
Job Type: Seasonal with possible temp to perm roles available per business needs
Length: 12/3/18 – 6/2/19
Pay Rate: $15.00 per hour

Training Hours: 9:00 AM – 5:30 for training. If the candidate is selected for a PERM role, they will have to be available until Midnight.

WORK SCHEDULE --- *SUBJECT TO CHANGE with business needs and @ Client Discretion*

Training will be from 9:00 AM – 5:30 PM Monday – Friday
Training is approximately 5 business days + 1 week of Transition
After Training/Transition, associates would move to either a 9:30 AM – 6:00 PM shift or 10:00 AM – 6:30 PM.
Once an agent has been cross trained we will include them in the regular pool of hours and they are scheduled based on shift availability/performance/seniority.
They will most likely not work the same scheduled hours each day.
Schedules are usually posted one week in advance and are released on Monday of the preceding week
If there are any scheduling restrictions, we need to know those ahead of time before we meet with them.
WEEKEND HOURS: Associate will be placed in a weekend rotation that could potentially include both Saturday and Sunday on a rotating basis.

The opportunity to work both Saturday and Sunday consistently is available if preferred.

Hours of operation are between the hours of 8:00 AM – 12:00 AM Monday – Friday; 9:00 AM – 10:00 PM on Saturday; 10:00 AM – 10:00 PM on Sunday

GENERAL FUNCTION:

Responsible for providing technical support in a timely, consistent, and courteous manner to all Resolution Center customers in the operation of their computer systems for approved applications.
Provide assistance in resolving most problems of hardware and supported applications, and explaining these resolutions in a clear, concise manner.

MAJOR DUTIES AND RESPONSIBILITIES:

Responsible for providing technical support in a timely, consistent and courteous manner to all Support Center customers in the operation of supported systems for approved applications.
Responsible for diagnosing/resolving problems through both questioning techniques and through the use of remote diagnostics.
Assists by giving correct resolutions in a clear, concise and courteous manner.
Interprets error messages from system software or application programs; initiates required actions.
Places necessary service calls and follows through to completion with both service contractor and Support Center Customer.
Escalation of unresolved calls to second level support (both internal and external) and follows through to completion.
Quality Assurance: Assist with proofing documentation/procedures relating to supported systems.
Software Updates: Responsible for coordinating the installation of new software releases from the Beta Test phase through implementation.
Administrative Responsibilities: -Development of procedures for Support Center. -Record all communication relating to associates questions/problems into call tracking. Proofing and testing of procedures prior to implementation. -Programming of diskettes for tax changes, bank account updates and defective diskettes -Assist in training users in the operation of the supported systems -Flexibility to work varied schedules, including evenings and weekends and to carry emergency paging devises as scheduled.
COMMUNICATIONS WITH OTHERS: INTERNAL: All Home Office, Store, and Field Management associates. EXTERNAL: -Computer Maintenance Support Vendors -Software Support from Vendors.

EDUCATION

High School required; College experience preferred

SPECIFIC SKILLS:

Ensures that required application performance levels are achieved
Excellent written & oral communication skills
Problem resolution - Able to troubleshoot computer software/hardware issues over the phone
Superior organizational skills with a strong attention to detail
Pleasant phone manners
Computer hardware and software knowledge
Strong Customer Service orientation.
Point of Sale environment/retail experience preferred
Direct involvement with customer service experience
Computer systems experience.

APPLY TODAY!

If you're interested in the position please send a follow up email (with your resume) to Robv492@kellyservices.com for further consideration. Thank you for your time and I look forward to working with you.

MI01 - Contact Center Sales Inbound/Outbound I

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