Advisor-Inbound Technical
Location: US, WV, Charleston
Employment type: Full-time
Required experience: Entry level
Required education: High School or equivalent
Industry: Telecommunications
Function: Customer Service
Salary range: 1050-1100
Company profile: Delivering superior customer services for over 10 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions.Headquartered in Washington, DC. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 9000+ customer service professionals.  The recipient of several client and community awards such as the Goodwill Industries Employer of the Year, IBEX Global is one of the most forward thinking companies in the BPO industry.
Description: Job DescriptionPOSITION SUMMARY:IBEX Global employees will be receiving inbound customer calls to assist our client’s customers with operating system issues related to their Internet connectivity and client-provided hardware and software. The position performs according to established quality assurance standards and within guidelines set forth by the company and the client. The Customer Service Representative is expected to meet and/or exceed established goals, attend and actively participate in training, re-training and up-training programs.
Requirements: RequirementsESSENTIAL FUNCTIONS:• Assist customers with setup connection of High Speed Internet service including installing /uninstalling hardware and related software and drivers.• Follow-up resolution actions related to technical escalations, pending unresolved issues and outages• Utilize client base tools to provide accurate, consistent, and timely responses to Customer inquiries• Troubleshoot and resolve email setup issues and usage including third party setup and usage.• Review and respond to e-mail messages in a professional manner• Utilize chat services to respond interactively to troubleshoot, detect and correct customer issues via the Internet using proprietary software.• Troubleshoot, detect and correct configuration of communication ports, Ethernet adapters, PCI devices, USB, wireless adapters, NAT routers and wireless access points.• Ability to convey genuine empathy and handle difficult or agitated customersIBEX Global Employees : Provide prompt, courteous and efficient service to ensure customers do not experience any undue delay, inconvenience or discomfort  Shall not do anything that would discredit, dishonor, reflect adversely upon, or in any manner injure the reputation of the client.  Never be condescending, use sarcastic tones of voice, use profane language or disconnect the customer prematurely (hang up on customers)
Benefits: Excellent base salary $11.00 hr Production Shift differential $.35 hr after 4pm/All Day Saturday and SundayPaid Training $10.50 hrComprehensive benefits packageOpportunities for advancementProvide service to Fortune 500 companiesProfessional Working EnvironmentPaid Time OffFree Parking/Bus RouteIf available, provide Resume, High School Diploma & 2 forms of ID at time of interview. If not available, can provide the first day of employment.
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