Support Agent

What are we looking for in our Support Agent?

Russell Tobin's client is hiring a Customer Support Agent in Portland, OR

Employment Type: Contract

Location: Remote (local candidates) Portland, OR 97214

Pay rate: $24.78/hr

Responsibilities:

• Answers high-volume incoming support calls, chats, emails, and online cases; and routing calls to appropriate employees.
• Assist customers in setting up the Customer Portal (an online support portal) and updating contact preferences. You will also provide support for customers having access issues or questions about the Customer Portal.
• Enters and updates customer data, including customer contact information and pertinent details including software version.
• Communicates and interacts directly with customers, assisting with directing calls to other departments for any case owners outside of CS.
• Assist customers, sales, and PS in expediting cases when asked.
• Completes assigned projects as needed.
• Educates and schedules appointments for customer deployment of Viewpoint Software.
• Manage bounced emails to keep Viewpoint contact information current.

Requirements:

• High school diploma
• Pleasant and articulate telephone personality and the ability to create rapport and deal constructively with customers over the phone. Remains calm when dealing with customers amidst a high volume of incoming calls.
• Demonstrate an excellent attendance record and a high level of dependability. Ability to work within the coverage requirements of the Customer Support department.
• Ability to multi-task and thrive in a fast-paced, software-based environment. Experience handling multiple competing requests incoming through various mediums (i.e., telephone, email, chat, in-person, etc.) is a must.
• Intermediate experience with MS Office applications and data entry.

Preferred Requirements:

• Some college coursework completed in business management, accounting, or computer technology.
• Customer service experience
• Advanced skills using Microsoft Excel and Word.

Working Conditions:

Work takes place in an office setting.  High-stress levels may occur.  This is a coverage position that requires the ability to maintain a predictable and full-time work schedule. The ability to sit and work at a keyboard for extended periods of time and communicate with team members by phone, computer, and video teleconferencing is required.

Benefits that Russell Tobin offers:

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

Rate/Salary: $17.86/hr