Fully remote (never coming onsite)Description:Position SummaryWe are recruiting individuals to support our members experiencing technical difficulties within our mobile app or website. This is a member service role, though experience in virtual help desk support is a plus. While members may have difficulties with registration or support resetting a password, our focus is to understand what the member has tried and guide them through the process. Sometimes the request is to help them navigate or understand information contained within the website or mobile app. If there is an issue with the application, then your role would be to escalate to the engineering team.We are looking for individuals who enjoy troubleshooting and finding solutions. Exceptional listening skills are a necessity and ability to communicate directions and adapt them as needed from member to member is a must. IT certifications are not required for this role. Working in a similar help desk support role is preferred but not required.DutiesManaging member issues through a ticketing systemMeeting service level agreement (SLA) for resolutionUtilizing resources to address issuesDocumenting all interactionsAnswering inbound calls and making outbound call follow-upsExperienceMinimum of 1 year in a virtual customer service or call center environment, IT help desk support is a plus.Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members.Computer experience is required with proficiency in Microsoft Outlook, Word and Excel.Basic alpha number data entry skills with attention to accuracy and quality is essential.Ability to work with people in a team environment while meeting individual performance goals.Must be able to read and interpret policies, procedures and instructions.Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential.Required Qualifications:A personal High Speed Broadband internet connection is required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it. If a longer ethernet cord is required from what is provided, you would be responsible for providing the cord.A location within your home free from distraction during your scheduled hours.1 year experience working in a help desk environment assisting with password reset and website navigation is preferred but not required.1 year experience working in a virtual call center.Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day)Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required.Excellent communication skills both verbal and written?Keyboarding ability to key 45 WPM with 95% accuracy rate. We will require a demonstration of your keyboarding skill during the interview.Microsoft 360 basic applications (Outlook, Teams, One Drive)Avaya One X or comparable telephonic software knowledge such as Five9Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills)Preferred Qualifications:Demonstrate the following soft skills:Experience supporting complex and nuanced work. ?Ability to discern key points to assist with problem resolution, getting to the heart of the issueDemonstrate ability to handle multiple assignments competently, accurately, and efficiently.?Ability to follow direction, multi-task and adapt to change?Ability to learn in an on-line/telework environment?Utilize on-line resources to perform job responsibilitiesEducationHigh School diploma or GEDNotes:Mon-Fri: 8hr assigned shift can be between 8am-9pmEST / Training: Mon-Fri -9am-5:30pm ESTFully remote (never coming onsite) VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Position SummaryWe are recruiting individuals to support our members experiencing technical difficulties within our mobile app or website. This is a member service role, though experience in virtual help desk support is a plus. While members may have difficulties with registration or support resetting a password, our focus is to understand what the member has tried and guide them through the process. Sometimes the request is to help them navigate or understand information contained within the website or mobile app. If there is an issue with the application, then your role would be to escalate to the engineering team.We are looking for individuals who enjoy troubleshooting and finding solutions. Exceptional listening skills are a necessity and ability to communicate directions and adapt them as needed from member to member is a must. IT certifications are not required for this role. Working in a similar help desk support role is preferred but not required.DutiesManaging member issues through a ticketing systemMeeting service level agreement (SLA) for resolutionUtilizing resources to address issuesDocumenting all interactionsAnswering inbound calls and making outbound call follow-upsExperienceMinimum of 1 year in a virtual customer service or call center environment, IT help desk support is a plus.Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members.Computer experience is required with proficiency in Microsoft Outlook, Word and Excel.Basic alpha number data entry skills with attention to accuracy and quality is essential.Ability to work with people in a team environment while meeting individual performance goals.Must be able to read and interpret policies, procedures and instructions.Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential.Required Qualifications:A personal High Speed Broadband internet connection is required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it. If a longer ethernet cord is required from what is provided, you would be responsible for providing the cord.A location within your home free from distraction during your scheduled hours.1 year experience working in a help desk environment assisting with password reset and website navigation is preferred but not required.1 year experience working in a virtual call center.Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day)Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required.Excellent communication skills both verbal and written?Keyboarding ability to key 45 WPM with 95% accuracy rate. We will require a demonstration of your keyboarding skill during the interview.Microsoft 360 basic applications (Outlook, Teams, One Drive)Avaya One X or comparable telephonic software knowledge such as Five9Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills)Preferred Qualifications:Demonstrate the following soft skills:Experience supporting complex and nuanced work. ?Ability to discern key points to assist with problem resolution, getting to the heart of the issueDemonstrate ability to handle multiple assignments competently, accurately, and efficiently.?Ability to follow direction, multi-task and adapt to change?Ability to learn in an on-line/telework environment?Utilize on-line resources to perform job responsibilitiesEducationHigh School diploma or GEDNotes:Mon-Fri: 8hr assigned shift can be between 8am-9pmEST / Training: Mon-Fri -9am-5:30pm ESTFully remote (never coming onsite)
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