Date: October 1, 2024

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Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability - and occasional chat.

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RESPONSIBILITIES

• Research, analyze, and determine an appropriate course of action for customers.

• Interact with customers via phone focusing on software navigation questions as well as assisting customers with locating prior years’ returns and amendments

• Serve as an ambassador for their brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.

• Document all issues, resolutions, and follow-up actions.

• Outstanding problem-solving skills

• Displays patience, empathy, an ability to manage stress, the ability to work under pressure

• Understanding how to navigate and efficiently use tools

• Skilled and efficient in writing and verbal communication

• Provides knowledgeable, friendly, and eloquent customer service

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BASIC AND PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE)

• Ability to search quickly in the knowledge base as well as public search tools (Google.com, etc.)

• High School Diploma or GED

 

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Revenue

$14.00 - $18.00 hourly

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Pay Transparency Laws in some locations require disclosure of compensation-related information.  For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, AK provides a variety of benefits to employees (vary depending on contractors) including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation or sick time. Individuals placed in the position as a contractor, are still eligible for incentives and a small range of benefits. 

 

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AK is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

 

 

We value the health and safety of our associates, their families and our community. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.