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Call Center Technical Solutions Representative I

Company: MobileHelp
Location: Boca Raton
Posted on: May 7, 2022

Job Description:

Job DescriptionWhat we do at MobileHelp makes a difference in the lives of our customers. As the first company to provide personal emergency response services outside the home, MobileHelp is the leading supplier of mobile medical alert systems in the U.S. We strive every day to enable our customers to be their own hero by giving them the tools and confidence to live more active lives – to keep them safe, to keep them healthy and to keep them in charge. And we can do this for our customers because MobileHelp employees embody the true spirit of teamwork. It's one of the reasons MobileHelp is unique. We're all working towards the same goal and we all play an integral part. We help each other achieve our goals and MobileHelp recognizes and rewards us for great work. MobileHelp is a two-time recipient of the Frost and Sullivan Leadership Awards, was named to the 2014 Grow Florida Top Companies to Watch, was ranked 90th in the Deloitte 2015 Technology Fast 500 and was cited two years in a row (2014 and 2015) in the Inc. 500 list of Fastest Growing Companies in America. We work hard, but we make sure that we all have fun doing it. So take a peek at who we are and what we're about. We think you'll like what you see. ******* NO RECRUITERS PLEASE ********* Supervisor: Technical Support - Call Center Supervisor FLSA Status: Non-Exempt Headquarters are in Boca Raton, FLFULLY REMOTE/WORK FROM HOME FOR THE FOLLOWING STATES ONLY: FL (over 50 miles from Boca Raton), AL, TX, TN, SC, NC, GA, CO, NM, WI, WA and OH. * If your state is not listed, we cannot move forward with your applicationHYBRID - For employees within driving distance (less than 50 miles from headquarters- see below) Summary Provides technical assistance and training to system users by performing the following duties. Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • First-level problem resolution regarding system operation.
  • Responds to client inquiries concerning systems operation and diagnoses issues through process of elimination by asking probing questions determining the appropriate solutions.
  • Executes solutions by providing verbal step-by-step instructions to the customer.
  • Instructs users in use of equipment, feature, functionality and best practices.
  • Create Return Material Authorization (RMA) incidents for customer returns/exchange.
  • Ability to perform customer retention efforts for Cancellation requests.
  • Documents customer interaction into appropriate systems.
  • Coordinates activities with Tier 2 staff, escalating incidents whenever necessary.
  • Identifies areas for improvement and provides feedback to supervisor.
  • 2+ years high volume, customer service call center experience is a requirement
  • Troubleshooting or technical experience is preferred (this is not an IT or Helpdesk role)
  • Ability to work in shifts/weekends/flexible hours. Department is open M-F 8:00am - 8:00 pm and Weekends from 9:00 am - 6:00 pm.
  • Must have a designated, quiet work area with reliable "hard-wired" internet (no wireless) - equipment will be provided
  • For those within driving distance in South Florida (
  • Candidate must be available to attend the first 30 days of training (M-F 9:00 - 6:00) without interruption
  • Bilingual in Spanish is a plus Supervisory Responsibilities This job has no supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Associate's degree or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.Computer Skills To perform this job successfully, an individual should have knowledge of Five9 software; ALX Accounting software (desired); CRM skills and Internet Explorer; Microsoft Outlook, Word and Excel Spreadsheet. Other QualificationsMay require on-call availability and working during non-business hours. High volume call center experience is a must. Certificates, Licenses, Registrations A+ certification a plus Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. MOBILEHELP OFFERS THE FOLLOWING BENEFITS:
    • Bonus & Incentive Opportunities
    • Health, Dental & Vision Benefits
    • 401(k) Plan
    • Company-Paid Basic Life, Short & Long-term disabilities
    • Holiday/Paid Time Off .... and much more!!!! An Equal Opportunity/Veterans Preference Employer Supporting a Drug-free Workplace Palm Beach County Residents preferred MobileHelp is a Drug Free Workplace. Candidates must be able to pass a pre-employment drug screen and a criminal background check. Visit the careers page on our website to learn more about our company!

Keywords: MobileHelp, Boca Raton , Call Center Technical Solutions Representative I, IT / Software / Systems , Boca Raton, Florida

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