Support.com-
Support.com, Inc. (NASDAQ: SPRT) is a leading provider of customer and technical support solutions delivered by home-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier business
Minimum Qualifications & Requirement
Equipment Requirements:
Minimum CPU Speed
2 physical cores @ 2.7 GHz Processor or better
4 physical cores @ 2.2 GHz processor or better
Minimum 4Gb RAM
Minimum vertical monitor resolution of 1080 pixels (1920×1080 or higher preferred)
Multiple monitors required
250 GB, 7200 RPM SATA hard drive or better
Internet connection speeds exceeding 10Mbps down and 2Mbps up
Satellite and/or Cellular connections (3g/4g) are not allowed.
Windows 8 or higher including .NET 4.5 with all security patches applied
HTML5 Compliant Web Browser (IE11 or higher, Chrome,etc)
Antivirus Software.
Corded (not wireless) noise-canceling USB Headset
Webcam
External Mouse
To learn more about each role please click the link.
Minimum Qualifications & Requirement
Skills:
Excellent written and oral communication skills
Strong desire to HELP
Ability to interpret a flow chart to deliver a work process
Ability to learn new technical concepts quickly
Communicate technical directions over the phone to inexperienced computer users
Excellent customer interaction skills
Strong organizational and multitasking skills
Ability to problem-solve
Ability to follow written instructions
Ability to work in a fast paced changing environment
Ability to work in a very structured environment with scheduled rest and meal periods
Type 30+ words per minute
Sales ability to close a sale
Qualifications:
1 year of related experience in a customer service environment
Must be willing to HELP customers
Demonstrated good attendance with previous employer(s)
Ability and desire to overcome customer objections
Ability to follow guided paths to solve customer questions/concerns
Must complete a pre-hire drug screen and background check
Experience in the work from home environment is a plus
Must be at least 18 years
Minimum CPU Speed:
2 Physical cores @ 2.7 GHz Processor or better
4 Physical cores @ 2.2 GHz processor or better
Minimum 4Gb RAM
Minimum vertical monitor resolution of 1080 pixels (1920x1080 or higher preferred)
Multiple monitors required
250 GB, 7200 RPM SATA hard drive or better
Internet connection speeds exceeding 10Mbps down and 2Mbps up
Satellite and/or Cellular connection (3g/4g) are not allowed
Windows 8 or higher including .NET 4.7 with all security patches applied
HTML5 Compliant Web Browser (IE11 or higher, Chrome, etc)
Antivirus Software.
Corded (Not wireless) noise cancelling USB Headset
Webcam
Mouse must be external
Landline or cell phone
Work From Home in these states
North Carolina, Indiana
Wyoming, Oklahoma Tennessee Alabama Arkansas
South Carolina Utah Nebraska Missouri Wisconsin Nevada
Kentucky Kansas Florida Pennsylvania Iowa
Mississippi Texas Illinois New Hampshire Louisiana Ohio Georgia
Virginia, Idaho
Minimum Qualifications & Requirement
Qualifications:
A proven ability to provide effective coaching to Agents employed in a work-from-home environment.
Knowledge and experience in Call Center environment required.
Ability to communicate directly with the client.
Proficient with spreadsheets and word processing software
Excellent written and verbal communication skills
Ability to effectively persuade others to follow protocol and drive change
Coaching skills
Effective business, proposal and report writing
Analytical and problem solving skills
Excellent customer service skills
Education:
University Degree or the equivalent
Responsibilities (Including, but not limited to)
To enhance and improve the quality performance of our customer service agents through a combination of auditing, training and coaching and to monitor and maintain company quality standards in other areas as required
Listening to and evaluating a continuous flow of Agent/Customer interactions on a daily basis. This is a role that requires an individual with a desire to perform these duties in a fast paced environment.
Interact with the Quality Assurance Manager to address quality issues impacting key metrics surrounding Customer Satisfaction, First Contact Resolution, Productivity and Service Level
Calibrate quality scores with clients’ if applicable and participate in client meetings and conference calls
Recommend changes to processes, technology (CRM/KRM), scripts, etc to improve effectiveness and productivity
Participate in root-cause analysis of quality issues and regularly discuss corrective and preventive actions with operations management
About the role
Manage supervisor level direct reports (up to 10) including setting expectations, managing performance, communication, disciplinary issues, hiring, terminations, etc.
Provide direction, oversight and approval on personnel and performance issues related to associates who report into or through them.
Assist with the development of policy and procedures for all aspects of the operations from personnel to work flow. Communicate policy and procedure. Implement changes in practice. Ensure compliance with policy and procedure. Coach and provide feedback on compliance. Initiate disciplinary process in cases of non-compliance.
Ensure operational effectiveness to ensure Contact Center and their team meets or exceeds expectations of client contracts, including service levels, quality, and customer service.
Analyze assigned metrics, action planning, assist in reviewing budgets, and various reports about performance outcomes in the Contact Center. Address unacceptable outcomes and assist in development of improved practices to ensure outcomes meet or exceed expectations.
Communicate required information on operations, outcomes, policy, customer feedback, etc. to the Contact Center employees using practices that manifest the desired culture for the Center.
Evaluate the day to day practices of the direct reports. Provide feedback, coaching and development of skill sets to ensure leadership practices exemplify the cultural norms and performance expectations of the Contact Center. Identify training and development needs for direct report staff.
Facilitate meetings, including initiating and scheduling, setting agendas, facilitating meeting participation, ensuring minutes and records are kept and distributed to participants and relevant people.
Identify problems and/or proposed solutions and communicate, outcomes, ideas to Senior Leadership team and cross functional support centers.
Participate in development of goals, strategies and plans for the Contact Center.
Maintain an up-to-date knowledge of industry developments, technology, tools and use that knowledge to suggest ways to improve efficiency and effectiveness of contacts.
Monitor random calls to improve quality, minimize errors and track operative performance.
Participate in interview selection of Contact Center delivery personnel.
Performance management
Participate in client meetings
Participate in Manager On Duty role
USA Latam, Philippines, India
Experience and Skills
EXPERIENCE REQUIREMENTS:
Bachelor’s degree or equivalent education and HR experience is preferred
5+ years working in BPO space.
EXPERIENCE REQUIREMENTS:
Bachelor’s degree or equivalent education and HR experience is preferred.
Minimum Qualifications & Requirement
Provide superior customer service by consulting with HR & Payroll Partners and business stakeholders to define data needs and provide solutions to those needs.
Provide support for HRIS including, but not limited to, researching, troubleshooting and resolving HRIS problems, unexpected results or process flaws; perform scheduled activities; recommend solutions or alternate methods to meet requirements. Partners with HR & Payroll colleagues to identify impact of product issues across other HR functions. Work with system experts, including suppliers, to resolve technical issues.
Develop user procedures, guidelines and documentation. Train new and existing internal users on new processes/functionality.
Create, coordinate and execute test plans for projects, and ensure that test cases and results meet requirements and are documented.
Provide analysis and support for system interface modifications, define requirements and work with technical resources to implement new interfaces to both internal and external customers. Partner closely with outsourced and third party providers to create integration and interfaces. Performs troubleshooting, resolving issues and performing operational activities including interfacing data transfers into and out of HRIS.
Maintain awareness of current trends and best practices in HRIS with a focus on product and service development, delivery and support, and applying key technologies. Examine trends in information systems training, materials and techniques. Through professional associations, training classes, reading, CBTs or other mechanisms, continuously increase both HR and Payroll knowledge and HRIS application/tools knowledge. Participate in user group meetings/conferences.
About the role
As a member of this best-in-class technology services team you will:
Answer inbound calls and greet customers
Determine scope of customer issue in an effective and professional manner
Manage credit card processing when necessary
Encourage completion of customer survey
Effectively resolve customer issue in a timely manner
Properly document all customer interactions
Adhere to quality standards determined by company and client
Represent company in a professional and ethical manner
Maintain high level of customer satisfaction with focus on first call resolution
Resolve customer requests by investigating problems, developing solutions and recommend additional products and/or services relevant to assessment of the customer needs.
Minimum Qualifications & Requirement
Provide world-class customer service, remaining calm and professional while resolving sometimes complex issues
Provide customers with opportunities to enhance his/her product by up-selling when appropriate
Use company provided tools and process to troubleshoot and solve customer technology problems
Identification and removal of malware and viruses
Experience and Skills
Support.com, Inc. (NASDAQ: SPRT) is a leading provider of customer and technical support solutions delivered by home-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier businesses. Support.com's proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates. The company efficiently meets changing client needs through its highly-scalable, global network of home-based employees and secure, proprietary, cloud-based platforms.1 year of related experience in a customer service environment.
Hardware / Software technical support
Troubleshooting Windows XP, Vista, 7, 8, 10, and macOS Platforms
Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc...
Internet connectivity using cable, DSL, satellite, dial-up
Internet security
Successfully pass our technical test and complete our interview process
Maintain good attendance
Must complete a pre-hire drug screen and background check
Experience in the work from home environment is a plus
Must be at least 18 years.
Responsibilities (Including, but not limited to)
Strategy plan for auditing the KPIs of the programs.
Responsible for articulating collaboration between QA, Continuous Improvement, Training, Operations and other relevant departments.
Design implementation plans with speech to text technology (such as Verint, Call Miner, Nexidia, Praxidia).
Implement improvement plans through Six-Sigma or similar frameworks.
Lead multidisciplinary teams in Quality and Continuous Improvement.
Administrative tasks regarding management people.
About the role The QA and CI Director oversees the contact center quality assurance program. Establishes standards governing customer interactions; and implements monitoring programs. This position supervises a group of QA Manager and Supervisor levels. Makes day-to-day decisions within the department. Has authority for personnel actions.
Experience and Skills English C1 required
Preferred COPC Six Sigma
Preferred data science expertise
Minimum Qualifications & Requirement At least 10 years related experience
Preferably 5 years in BPO, handling QA
3 to 5 years leading and managing a Team
Minimum Qualifications & Requirement · B.S. in Finance, Accounting or equivalent (MBA a plus) · 5 years Pricing/FP&A experience
Responsibilities (Including, but not limited to)
Responsibilities Include:
· Work with Pre-Sales, Account Executives, Work Force Management, HR and IT team to provide pricing proposals based on requirements and/or RFP of the clients, ensuring integrity and accuracy cost as well as related financial information.
Clearly define risks and opportunities within deal structures so that business leaders are able to make informed decisions
Analyze financial impact of price approach in view of overall history as well as profitability of clients
· May perform other related duties and responsibilities as assigned and/or required not limited to addressing issues and concerns raised within Pricing department · B.S. in finance, accounting or equivalent (MBA a plus) · 3-5 years Pricing/FP&A experience · Experience financial systems and understanding of database structure and reporting strongly desired · Experience with GAAP accounting · Strong attention to details and a solid analytic skill coupled with the ability to aggressively manage deadlines and goals · Must be an excellent team player capable of earning the confidence of other groups · The working hours for this role will be night shift, working United States Pacific Time. Experience and Skills · Experience financial systems and understanding of database structure and reporting strongly desired · Experience with GAAP accounting · Strong attention to details and a solid analytic skill coupled with the ability to aggressively manage deadlines and goals · Must be an excellent team player capable of earning the confidence of other groups · The working hours for this role will be night shift, working United States Pacific Time.
Experience and Skills · Intermediate to advanced knowledge of Excel. Must be proficient in other standard workplace applications, including Microsoft Word and Outlook · Excellent English communication skills, both written and verbal; excellent customer service and problem solving skills · Comprehensive knowledge of Fair Labor Standards Act (FLSA) and related federal and state labor regulations, including payroll tax regulations · Extremely detail oriented, with high level of ethics and integrity · Ability to excel with time constraints and rapid turnaround situations · Ability to prioritize work and focus on meeting team deadlines in a dynamic environment
Responsibilities (Including, but not limited to)
ESSENTIAL JOB FUNCTIONS:
Oversees the payroll impacted processes for new hires, employee movements, terminations, status changes, LOA’s, tax changes, deductions, direct deposits, rate changes, retroactive adjustments, and special pays.
·Train and supervise the payroll team for payroll duties; ensure appropriate segregation of duties between data entry, review, and posting.
· Participate in the implementation of a new payroll/HR system, if appropriate.
· Monitor complete accuracy of payrolls, while ensuring that payroll team and 3rd party vendors adheres to published schedules, work tasks, policies and procedures
About the role
Job Overview:
Directs the global payroll function for the entire organization. Responsibilities include accurate payroll processing for our domestic, multi-state operations in the US as well as overseeing the 3rd party managed services relationship for the global payroll processing. The Global Payroll manager will also assist in month/quarter-end close and year-end close. Within the established corporate policies and procedures, this position is a working supervisory role that manages a team of payroll specialists. Provides resolution on payroll questions to employees, researches outstanding payroll tax issues, and works with third party payroll processor to resolve issues.
Minimum Qualifications & Requirement
EDUCATIONAL REQUIREMENTS:
Certified Payroll Professional (CPP) designation preferred; American Payroll Association (APA) membership a plus
· 5+ years' payroll and accounting experience in global in-house processed payroll department with high volume operations, in the BPO sector a plus.
5+ years’ supervisory experience in the payroll arena – ability to supervise a team of payroll specialists in different locations worldwide.
Supervisor- USA and mexico
About the role
Support.com, Inc. (NASDAQ: SPRT) is a leading provider of customer and technical support solutions delivered by home-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier businesses. Support.com's proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates. The company efficiently meets changing client needs through its highly-scalable, global network of home-based employees and secure, proprietary, cloud-based platforms.
Minimum Qualifications & Requirement
Qualifications:
At least 3-4 years managing a high performing Team in a BPO setting
Ability to lead and partner successfully with teams, management and client
Ability to manage multiple, complex, on‐going tasks and projects
High level of integrity, judgment and follow through
Strong coaching, people, and leadership skills
Proficient in Microsoft Office
Proficient in English, both written and verbal Technology acumen and reporting
Strategic thinking, project management, results orientation, business acumen, customer focus, achievement motivation
Problem solving, attention to detail, can‐do attitude, persuasion and influence, reporting
Ability to manage up to 20 remote employees, demonstrated by time-management, multi-tasking skill
Fulfills mentor or instructor role for direct report agents
Support.com is an Equal Opportunity Employer
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