{"id":1182,"date":"2018-10-25T20:22:34","date_gmt":"2018-10-25T20:22:34","guid":{"rendered":"http:\/\/blogs.fscj.edu\/cit\/?p=1182"},"modified":"2018-10-25T20:22:34","modified_gmt":"2018-10-25T20:22:34","slug":"technical-support-associate-convergys","status":"publish","type":"post","link":"https:\/\/blogs.fscj.edu\/cit\/2018\/10\/25\/technical-support-associate-convergys\/","title":{"rendered":"Technical Support Associate – Convergys"},"content":{"rendered":"\n\n\n\n\n\n\n\n\n
Employer:<\/b><\/td>\nConvergys\u00a0<\/b><\/td>\n<\/tr>\n
Position:<\/b><\/td>\nTechnical Support Associate<\/b><\/td>\n<\/tr>\n
Job Category:<\/b><\/td>\nCustomer Service<\/b><\/td>\n<\/tr>\n
Job Location:<\/b><\/td>\nJacksonville\u00a0<\/b><\/td>\n<\/tr>\n
<\/td>\n<\/tr>\n
Description:<\/b><\/td>\nStarting rate of pay $12.50 per hour
\nMust be able to successfully complete a background check.<\/p>\n

The Technical Support Associate I responds to basic and routine inquiries of a technical nature including hardware\/software, or other designated client products. This position assists external users of the client’s technical products or services by answering questions and solving problems involved in their use.
\nEssential Functions\/Core Responsibilities
\nAssist external users of the client’s technical products or services; identify, investigate, research and provide resolution to user questions and problems<\/p>\n

Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products<\/p>\n

Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed<\/p>\n

Solve problems that are generally unstructured and require extensive use of conceptual thinking skills<\/p>\n

Ensure service delivered to our customers meets contractual Key Performance Indicator (\u2018KPIs\u2019)<\/p>\n

Greet customers in a courteous, friendly, and professional manner using agreed upon procedures<\/p>\n

Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer<\/p>\n

Clarify customer requirements; probe for understanding<\/p>\n

Prepare complete and accurate work including appropriately notating accounts as required<\/p>\n

Participate in activities designed to improve customer satisfaction and business performance<\/p>\n

Candidate Profile
\nAssociate\u2019s Degree in related technical discipline with six years of related technical experience preferred
\nAchieve and maintain recognized and applicable technical certification(s)<\/p>\n

Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)<\/p>\n

Working knowledge of client technical systems<\/p>\n

Courteous with strong customer service orientation<\/p>\n

Ability to effectively communicate, both written and verbally<\/p>\n

Ability to learn including strong problem solving skills<\/p>\n

Dependable with proficient attention to detail<\/p>\n

Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly<\/p>\n

Ability to work as a team member, as well as independently with minimal supervision<\/p>\n

Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner<\/p>\n

Able to rotate shifts, as needed<\/p>\n

Based on location and\/or program, additional experience\/skills may be required<\/p>\n

Job requirements may vary by country and will not contravene any local laws<\/p>\n

Career Framework Role
\nHas program required basic skillset to perform routine tasks within simple processes but lacking program\/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels .<\/p>\n

Disclaimer
\nThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.<\/p>\n

Convergys is an EEO\/AA\/M\/F\/Vet\/Disability Employer<\/td>\n<\/tr>\n

Web Page:<\/b><\/td>\nhttps:\/\/www.convergys.com\/careers\/na\/united-states<\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

Employer: Convergys\u00a0 Position: Technical Support Associate Job Category: Customer Service Job Location: Jacksonville\u00a0 Description: Starting rate of pay $12.50 per hour Must be able to successfully complete a background check. The Technical Support Associate I responds to basic and routine … Continue reading →<\/span><\/a><\/p>\n","protected":false},"author":211,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1182","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/blogs.fscj.edu\/cit\/wp-json\/wp\/v2\/posts\/1182","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.fscj.edu\/cit\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.fscj.edu\/cit\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.fscj.edu\/cit\/wp-json\/wp\/v2\/users\/211"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.fscj.edu\/cit\/wp-json\/wp\/v2\/comments?post=1182"}],"version-history":[{"count":1,"href":"https:\/\/blogs.fscj.edu\/cit\/wp-json\/wp\/v2\/posts\/1182\/revisions"}],"predecessor-version":[{"id":1183,"href":"https:\/\/blogs.fscj.edu\/cit\/wp-json\/wp\/v2\/posts\/1182\/revisions\/1183"}],"wp:attachment":[{"href":"https:\/\/blogs.fscj.edu\/cit\/wp-json\/wp\/v2\/media?parent=1182"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.fscj.edu\/cit\/wp-json\/wp\/v2\/categories?post=1182"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.fscj.edu\/cit\/wp-json\/wp\/v2\/tags?post=1182"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}