AL, AR, FL, GA, ID, IN, IA, KS, KY, LA, MI, MS, MO, NE, NH, NC, ND, OH, OK, SC, SD, TN, TX, UT, VA, WI. These positions are 1099.
About Transcom
We are a global network of 26,000 local specialists, across 22 countries, passionate about providing outstanding customer experiences. Equipped with intelligent technology, we strive to be one step ahead of the newest trends as we support the customers of over 200 international companies in a variety of industries. From reactive trouble-shooting to active solution-finding. It's what we call smarter people experiences. Read employee reviews here
Join our Transcom family as a Work At Home Technical Customer Service Representative!
$13.93 Starting Pay
$3.00 per hour extra in performance-based incentives each month, earning potential
Pay increases with continuous learning and advancement to new tiers of support
Benefits - Medical, Dental, Vision, 401(k)
Paid Vacation Time
Computer Equipment Provided
100% REMOTE - Work-at-Home
Great Work/Life Balance while developing your career
In this Full-Time employee role, you’ll support our client’s customers with their questions related to billing and account maintenance, as well as more advanced technical issues with their devices. Customers may have questions about services on their account, need help enrolling in or canceling a service, or disputing a charge. Many of the customers that you will work with are already technically savvy and need assistance above and beyond the everyday technology issues. Your strong customer services skills and your ability to empathize with customers that are frustrated with their device or issue will make you successful in this fast-paced role!
We’ve got an exciting career opportunity for you if you can:
Effortlessly engage with callers, actively listen, analyze their needs, and provide solutions
Comfortably navigate multiple applications to research solutions
Multitask in systems while patiently providing step-by-step instructions
Calmly provide conflict resolution and navigate frustrated customer situations
Work independently with discipline and motivation to succeed in a virtual environment
Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers.
Work at a desk, wearing a wired headset, while talking to customers in a high-volume, fast-paced, and sometimes stressful environment.
The Training Delivery Facilitator will facilitate virtual and/or onsite delivery of client and Transcom learning materials, as outlined by training curriculum and in a manner aligned with the Transcom GER Training Delivery Operating Model. The trainer will identify training needs and effectiveness by evaluating training data (knowledge and behavior), early warning system (attrition risk mitigation), content waste (Scrap Learning) and trainee throughput and performance.
Trainer must be located close to our site in Greenville, South Carolina.
Trainer must be available to train different shifts, based on the needs of the client.
Description of Role and Objectives:
The Trainer is responsible for the development and delivery of Knowledge Management, along with the planning, delivery, and evaluation of related online product training or other online courses or content.
Trainers must be able to identify gaps in learners and implement strategies to close those gaps.
The primary objective is to effectively deliver a training curriculum and evaluate training content effectiveness to prepare and develop employees to succeed in their role.
Must be able to work independently, with little to no supervision at times, and act accordingly in implementing decisions in mitigating risks that negatively impact business or training rooms.
The position requires effective execution in the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:
Communication
Performing regular transaction monitoring and calibration sessions as agreed.
Supporting TLs in setting improvement programs and action plans for CSRs.
Working with TLs to ensure up-to-date and accurate information is online and in a user-friendly format for users.
Working with Operational Support to identify gaps in knowledge and build, and facilitate gap/refresher training as identified.
Reporting quality scoring internally/externally at agreed frequencies (upon request).
Escalating quality deficiencies to the Training & Quality Manager.
Escalating when there are questions on product or online content.
Attending internal local meetings (staff and/or with other departments).
Keeping a high level of expertise, taking initiative to understand.
Gathering up-to-date information and integrating feedback into the best practices.
Handle escalations
Performance - Knowledge Management
Collecting product information from the client, TQM, client services, etc.
Spreading product knowledge to operations.
Updating existing procedures.
Participating in the creation/rollout of new procedures, routines, etc…
Updating knowledge management database.
Testing procedure in production and suggest enhancement.
Collecting and assessing feedback and taking actions accordingly.
Analyzing the usage of the Knowledge Management database and taking actions accordingly.
The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:
To qualify for this role you must:
Hold a university degree or equivalent higher qualification/experience
3+ years in recruitment marketing
Have superior communication skills, both written and verbal
Be analytical with a strong focus on reporting and results to make informed data-driven recommendations and decisions
Manage multiple and competing priorities
Have experience developing and leading social media campaigns
Be able to measure and analyze campaign effectiveness
Be comfortable on camera with a virtual audience
Manage a budget and be resourceful in sourcing strategies
Have expert-level experience with using Google Ads/Analytics, Social Media platforms, GSuite, Excel, etc.
The Recruitment Marketing Specialist is responsible for developing and deploying the recruitment marketing strategy for North America. We are looking for a marketer at heart that will promote the value of working for our company to help us attract great employees who fit our diverse culture. Reporting directly to the Director of Talent Acquisition for North America, the primary focus of this role is on brand awareness, reputation management, social engagement, and lead generation in order to attract quality candidates that help recruiters fill jobs faster and easier.
The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand:
To qualify for this role you must:
Hold a university degree or equivalent higher qualification/experience
3+ years in recruitment marketing
Have superior communication skills, both written and verbal
Be analytical with a strong focus on reporting and results to make informed data-driven recommendations and decisions
Manage multiple and competing priorities
Have experience developing and leading social media campaigns
Be able to measure and analyze campaign effectiveness
Be comfortable on camera with a virtual audience
Manage a budget and be resourceful in sourcing strategies
Have expert-level experience with using Google Ads/Analytics, Social Media platforms, GSuite, Excel, etc.
Your Mission: The CX/UX Strategist is the chief customer experience evangelist who helps the team maintain a user-first mentality and improves digital customer experiences. They are a critical thinker and have an understanding of the business goals and rules. They work with the Directors of Customer Experience Strategy, Product experts, and contact center operations leaders to find creative ways to improve the user experience while juggling business requirements. Must be passionate, analytical, and detail-oriented.
Skills:
Strong communicator and ability to advocate for the user in both internal and client conversations
Ability to educate Transcom team members about the value of UX – its methodologies and practices
User research expertise
Graphic design background and examples of provides UI wireframes and high-fidelity mockups works
Understanding of data models and systems workflows and ability to communicate in verbal and written form how they work
Ability to use technical and analytical expertise to explore and examine data from multiple data sources with the goal of discovering patterns and previously hidden insights that can provide a competitive advantage or address a pressing mission problem
Experience working on personality, tone of voice, style, and user journeys of personas
Experience collaborating with key engineering teams to provide product feedback and suggestions to constantly improve the customer experience and overall success of the solutions implemented for clients
Extensive experience leading client workshops
Extensive experience creating testing plans and running multivariate, A/B testing, etc.
Ability to provide critical feedback and strategic UX support during technology development, within alpha/beta pilots and post-launch deployment
Core Competencies:
UX/UI Skills
Lean UX
Design thinking
Agile
Kanban
Remote Canada
What's In It For You?
$16.83 per hour CAD
Position as a Transcom employee (not an independent contractor)
Improved Work / Life balance with paid vacation
Health Benefits for you and your family, including medical, dental, vision
100% work at home, including training
Ability to develop your skills and grow your career
An opportunity to work for a company passionate about people
We’ve got an exciting career opportunity for you, if you can:
Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
Comfortably navigate multiple applications to research solutions
Multitask in systems while patiently providing step-by-step instructions
Calmly provide conflict resolution and navigate frustrated customer situations
Work independently with discipline and motivation to succeed in a virtual environment where you work remotely with coworkers and supervisors from the comfort of your home.
Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers.
Work at a desk and wear an approved headset for the duration of a full-time schedule in order to talk to customers in a high-volume, fast-paced, and sometimes stressful environment.
Your Mission: Assure Product, Client, and Operations success for Transcom and exceed client expectations, by proactive and collective collaboration with vendors and Transcom’s sales and operations.
Functional Responsibilities:
Digital CX Advisory cross-pollinates innovation and subject matter expertise as an advisory service to help brands leap their customer service business transformation. Digital CX Advisory is an organic soil of T-shaped minds and doers from CX, Digital, Operations to Service Design.
The Digital CX Advisory has the Digital CX territory ownership and is part of the CTO organization. Leads cross-functional projects and initiatives together with clients, sales, operations, vendor, marketing, product, and tech. The DCX Advisor will own the PnL of its territory that will be measured both in sales-support success and operational performance.
Responsible of:
● CX success and Customer Journey: perform and enlighten clients and co-workers with the customer journey, UX, analytics, and CX insights from market trends to details about their operations and business
● Solution sales support: assure proactive and value-added product and solutions sales support to Client Service Managers, Sales Executives and IT Business Partners etc.
● Agile project management: assure structured and reliant client success plans and deployment projects, in an agile mode of practice to handle unknown events and immediate opportunities
● Subject Matter Expert advisory: assure CX digital empowerment and as a professional service to the client and Transcom’s sales and operations
Profile required: Professional qualifications/Specific knowledge: ● Experience to work with customer service operations ● Experienced with agile methodologies ● Experience in performing workshops and presentations ● Track Record to perform CX, UX, and process assessment to increase sales.
Home Office Requirements
Transcom provides you with an all-in-one computer, monitor, and headset for this position. The computer contains a built-in webcam that is required to be used for training and meetings.
You must have a secure, quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift. (Conflicting responsibilities may include caring for a family member)
Your home office must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial-up, Wireless, or Satellite internet service cannot be used)
Minimum download speed 20 Mbps
Minimum upload speed 3 Mbps
Ping less than 100 ms
Skills:
Strong communicator and ability to advocate for the user in both internal and client conversations
Ability to educate Transcom team members about the value of UX – it’s methodologies and practices
User research expertise
Graphic design background and examples of provides UI wireframes and high-fidelity mockups works
Understanding of data models and systems workflows and ability to communicate in verbal and written form how they work
Ability to use technical and analytical expertise to explore and examine data from multiple data sources with the goal of discovering patterns and previously hidden insights that can provide a competitive advantage or address a pressing mission problem
Experience working on personality, tone of voice, style and user journeys of personas
Experience collaborating with key engineering teams to provide product feedback and suggestions to constantly improve the customer experience and overall success of the solutions implemented for clients
Extensive experience leading client workshops
Extensive experience creating testing plans and running multivariate, A/B testing, etc.
Ability to provide critical feedback and strategic UX support during technology development, within alpha/beta pilots and post-launch deployment
Core Competencies:
UX/UI Skills
Lean UX
Design thinking
Agile
Kanban
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