Technical Support

After training, candidates MUST be able to work between Sunday - Saturday between 7am-12am CST / 8am-1am EST.

What You'll Do:

• Answer phone calls, chats, and other electronically delivered requests related to company's products
• Process email requests and issues delivered to the call center
• Own and manage customer cases, including communication and resolution, using a call-ticketing system
• Research and escalate issues to Tier 2 support when necessary
• Handle all customer inquiries and questions coming into the support center
• Provide excellent customer service at all times
• Follow up on customer inquiries and take appropriate action in a timely manner
• Troubleshoot software, system, and company's Higher Education product issues
• Exercise customer retention efforts when appropriate
• Work with confidential customer information
• Problem-solve and provide guidance to help customers resolve issues
• Enter customer data into various software programs
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment
• Participate in additional training courses as required
• Perform other related duties and assignments as directed by a supervisor or manager, The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Do you have experience in Research?, * 2 years of job-related experience in a call center environment (preferred)

• 2 years of customer service experience (preferred)
• Excellent verbal and written communication skills
• Strong analytical and problem-solving abilities
• Professional demeanor with the ability to maintain an even temperament in high-pressure situations
• Ability to organize, prioritize workload, and multi-task effectively
• Detail-oriented
• 2-3 years of computer usage experience

Technology Experience:

• Experience using a call-ticketing system (e.g., Salesforce.com or similar)
• Experience using a call center phone system (e.g., Avaya)
• Ability to troubleshoot basic browser issues (clear cache/cookies, etc.)

Software Experience:

• Internet tools for Windows or Mac (Firefox, Internet Explorer, Safari)
• Outlook
• Microsoft Office

Pulled from the full job description

• 401(k)
• Vision insurance
• Dental insurance
• Paid sick time