Voice Support Agent

We have an exciting opportunity for you with our client who has been in business for over 25 years. Our client continues to grow while taking on new services and venturing into areas to spread their expertise, while offering the WOW experience to customers.Our client serves over 190 home improvement store locations with the goal of continued growth while maintaining exceptional service and satisfaction.WOW factor while taking pride in customer service to customers are of top priority.Benefits:Best thing about working from home is the drive to workPerformance has its benefits within our Quality Performance IncentiveWork-life balance - No more commuting to work, you get back lost days, a lot of lost daysGetting to work with multicultural teamsA Learning Design team that designs and tailors learning resources to suit your learning and development needsLearning tools that are available for your personal and professional growth!An elite leadership team that provides a strong support system to you while working and assists you when in doubtWhat do you bring to the table?Minimum 6–12 months of phone support experience on high-volume clientsThe ability to handle 90–120 calls per day with a handle time of 2–3 minutesExcellent verbal and written communication skillsDetail-orientedUpbeat personality and fluent standard EnglishThorough and prompt communication skillsAbility to work under pressure; resilient and not easily intimidatedMulti-tasker with quick learning skills (navigate more than one tab at a time)Experience with RingCentral and QuickbaseAbility to de-escalate situations with irate customersAvailable to work 8:00am–4:00pm / 9:00pm–5:00pm (Jamaican timezone)Main Objectives:To assist customers with queries via the RingCentral app regarding their various installationsContact the installer via text through RingCentral when needed to give the customer accurate information.Contact schedulers to arrange installation times for the customers.Add project notes via Quickbase on each order so that the internal team can action the customer’s request.Handle 90-120 calls per day with a handle time of 2-3mins.Be able to de-escalate situations resulting from irate customersInternet and Device Requirements:Internet speed: Minimum 85–90 Mbps (upload and download)System: Windows 10 or more, 32-bit operating systemLaptop (Bring Your Own Device) — No Chromebook, Linux OS, or Desktop8GB RAM or moreProcessor: Intel Core i5 or upWired noise-canceling headsetQuiet working environmentMust have a backup location in cases of light and power and or internet outages.Additional Details:This is a full-time roleThe Customer Service Agent reports directly to the Customer Service Team LeaderSalary: JMD 77,500We are only recruiting from Jamaica for this role