TSC Representative in Saint Petersburg, FL at DISYS

Date Posted: 2/20/2018

Job Snapshot

Job Description


BHJOB8895_105609  Duties and Tasks/Essential Functions:

  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
  • Research required information using available resources;
  • Follow standard processes and procedures;
  • Identify and escalate priority issues per Client specifications;
  • Redirect problems to appropriate resource;
  • Accurately process and record call transactions using a computer and designated tracking software;
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
  • Organize ideas and communicate oral messages appropriate to listeners and situations;
  • Follow up and make scheduled call backs to customers where necessary;
  • Stay current with system information, changes and updates

Skill and Knowledge Qualifications:

  • Proper phone etiquette;
  • Ability to speak and write clearly and accurately;
  • Demonstrated proficiency in typing and grammar;
  • Knowledge of relevant software computer applications and equipment;
  • Knowledge of customer service principles and practices;
  • Effective listening skills;
  • Willingness to co-operate with others and work to the greater good;
  • Multi-tasking capabilities;

Competencies:

  • Exemplary Attendance and Punctuality
  • Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
  • Focuses and guides self and team members in accomplishing work objectives.
  • Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
  • Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
  • Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
  • Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
  • Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
  • Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
  • Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.  Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
  • Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Digital Intelligence Systems, LLC. is an Equal Opportunity Employer, M/F/D/V. We do not discriminate against any employee or applicant because they inquired about, discussed, or disclosed compensation. Email recruitinghelp @ disys.com to contact us if you are an individual with a disability and require accommodation in the application process.