NOC Tech - Tier 1

Location & Work Type
Location: Doral/Miami, Florida; Rochester (West Henrietta), New York; or Melville, New York
Work Type: Hybrid - 3 days in the office and 2 remote days per week

Key Responsibilities

Handle inbound and outbound contacts in a courteous, timely, and professional manner.

Listen to customers, understand their needs, and resolve customer issues.

Troubleshoot basic technical issues and respond accurately to product- and process-related inquiries.

Follow established program processes and perform all tasks in a courteous and professional manner.

Utilize systems and technology to complete account-management tasks.

Utilize the knowledge base and training resources to accurately answer customer questions.

Comply with requirements surrounding confidential information and personal information.

Escalate customer issues to the appropriate staff and management team for resolution as needed.

Adhere to all attendance and work-schedule requirements.

Remain fully engaged, collaborative, and focused on delivering a positive customer experience during a high volume of weekly interactions.

Qualifications
Required:

Must be 18 years of age or older

High school diploma or equivalent

Experience with data-entry utilizing a computer

The ability to read and speak English fluently

Have a wired, high-speed internet connection (Download speed of 20Mbps+)

Excellent organizational, written, and oral communication skills

The ability to type swiftly and accurately (20+ words a minute)

Ability to work regularly scheduled shifts within our hours of operation including the training period.

Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)

Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications

Highly reliable with the ability to maintain regular attendance and punctuality

The ability to evaluate, troubleshoot, and follow-up on customer issues

An aptitude for conflict resolution, problem solving and negotiation

Must be customer service oriented (empathetic, responsive, patient, and conscientious)

Ability to multi-task, stay focused, and self-manage

Strong team orientation and customer focus

The ability to thrive in a fast-paced environment where change and ambiguity are prevalent

Excellent interpersonal skills and the ability to build relationships with your team and customers

One (1) year of working experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment

Preferred (Optional):

State or Federal work experience

Benefits

Medical coverage and Health Savings Account (HSA) through Anthem

Dental/Vision/Various Ancillary coverages through Unum

401(k) retirement savings plan

Paid-time-off options

Company-paid Employee Assistance Program (EAP)

Discount programs through ADP WorkforceNow