Remote - Technical & Sales Support Representative

Lafayette, IN, USA|

Job Overview

Benefits

Medical insurance

Vision Insurance

Dental Insurance

Employment assistance programs

Health and personal time off

401(k) Plan

Life insurance

Job Description

TP is a leading global provider of digital business services that partners with some of the world’s most prominent brands to optimize their operations using advanced technology and sustainable business practices. With a global workforce of 500,000 employees fluent in over 300 languages, TP has established itself as a powerhouse in delivering scalable solutions that enhance efficiency and improve customer experiences worldwide. The company champions diversity and inclusion, fostering a culture where every employee is valued and given platform for career growth and development. TP is also committed to supporting military veterans and their families, making it a responsible and equitable employer. The work environment embraces a culture of collaboration, innovation, and respect for all team members, encouraging high performance and ambition to drive long-term success.

Within this vibrant and fast-paced environment, the role of a Technology Technical Support Specialist at TP is pivotal. As a primary point of contact for clients, specialists are responsible for managing both inbound and outbound communications with professionalism and care. Utilizing a comprehensive suite of web-based tools, the Specialist will efficiently address and resolve client inquiries related to high speed internet services and related device issues. This role demands a problem-solver’s mindset, capable of troubleshooting technical problems quickly in a customer-facing setting that requires patience, courtesy, and a positive attitude. The Specialist plays a crucial role in delivering a seamless and positive customer experience, handling connectivity issues, configuration challenges, and performance troubleshooting. By resolving issues on the first call whenever possible, the Specialist helps contribute to customer satisfaction and retention. This opportunity is particularly suited for individuals who thrive in a dynamic, high-velocity environment and who are passionate about providing outstanding technical service. TP offers ongoing opportunities to apply, with employment currently restricted to residents of specific states across the US. The company also provides numerous benefits that support both the physical and mental well-being of its employees as well as their financial futures, including comprehensive health coverage, mental health resources, and financial planning tools.

Job Requirements

Over 18 years of age
High school diploma or equivalent preferred
Comfort with desktop computer systems
Proven oral and written communication skills
Familiarity with personal computers, operating systems, software, and computer terminology
Demonstrated problem solving skills
Ability to work independently and multi-task
Have a dedicated workspace near a router to support a hardwired Ethernet connection
Internet speed must be minimum 15 Mbps download and 10 Mbps upload, with ISP latency under 50ms
Internet connections cannot be satellite, mobile data, P2P, or VPN
Proof of internet speed required

Job Qualifications

Over 18 years of age
HS diploma or equivalent preferred
Comfort with desktop computer systems
Proven oral and written communication skills
Familiarity with personal computers, operating systems, software, and computer terminology
Demonstrated problem solving skills
Ability to work independently and multi-task
Demonstrated commitment to following established procedures and being customer service driven
Proven ability to collaborate effectively with team members, supervisors, and support departments
Outstanding communication, listening, and analytical skills
Strong organizational and problem-solving skills
Ability to prioritize tasks and work well under pressure
Open-minded approach to feedback and evolving policies
Sharp critical thinking skills enabling quick analysis of customer issues and informed decision making
Proactive problem solving with a focus on creating a positive customer experience

Job Duties

Provide front line, first level, technical assistance for consumers
Support client specific high speed internet services delivering an exceptional customer experience
Resolve technical problems within a fast paced, customer facing environment
Troubleshoot and resolve issues related to client service and devices including internet connectivity and performance
Support customer needs related to client specific high speed internet services and/or devices including troubleshooting, triage, and resolution techniques
Deliver in scope support for internet service and connectivity issues pertaining to operating system, PC, and browser configuration
Demonstrate advanced product knowledge and ability to solve customer issues
Resolve customer issues on the first call as frequently as possible
Open and manage trouble ticket system for user issues, data network, OS issues
Be patient, courteous and friendly with customers at all times
Demonstrate a positive attitude
Address and solve technical problems in a timely manner and complete all work assignments within expected time frames
Adhere to all work schedule assignments
Abide by and support management directives and adhere to all TP policies