Technical Call Center Agent- Hybrid (Onsite/ Remote)

Benefits of working at Retail Imaging

• Opportunities for growth and advancement. At Retail Imaging all open positions are posted internally first. We always look to promote from within.
• Comprehensive benefits package offered. Health, vision, and dental insurance are available within 60 days of starting, with Retail Imaging contributing 80% of the insurance premium for your coverage and 60% coverage for dependents.
• Casual and friendly work environment.
• Supportive and collaborative team dynamic.
• Internal recognition programs to identify those who go above and beyond.
• Flexible scheduling allowing for a hybrid work environment.

The Technical Call Center Agent is the first person to interact with our clients, and therefore is a key player in contributing to a positive results-focused impression, setting the stage for the total client experience. Job responsibilities include:

• Warmly and professionally communicate with clients who need technical and non-technical support through inbound / outbound calls, e-mails, chats, and other mediums.
• Maintaining a solution-oriented approach at all times, utilizing critical thinking and problem-solving skills.
• Staying curious, asking questions, and seeking support in a manner that strengthens your ability to do the best job possible.
• Utilize issue tracking systems to accurately document relevant inbound and outbound call/interaction information.
• Adhering to pre-determined call response, resolution times and performance metrics.
• Utilizing active listening, empathy, and professionalism to mitigate conflict and best support our clients.
• Being eager to learn, adopt, and utilize new information and technology quickly, across multiple tools while working with customers.
• Exercising time management skills, including ability to multitask, organize and prioritize.
• Collaborating with coworkers and managers to bring resolve to our clients.
• Quickly adapt to changes in priorities, deadlines, policies, or practices.
• Displaying a strong written and verbal communication, which includes the ability to effectively adjust communication styles to differing audiences.
• Respectfully taking and being open to feedback/direction from supervisors and senior Agents.
• Participating in department and interdepartmental meetings as necessary.
• Performing other related duties as assigned or requested to contribute to the team effort.

We are looking for a dependable, professional Technical Call Center Agent with a natural ability to communicate and engage with clients in a positive and results-focused manner. The ideal candidate is organized, enjoying a fast-paced environment and thriving when conversing on the phone and providing detailed instruction. In addition, you will also have:

• Previous customer service experience (1 year +).
• Previous experience working in a technical field (preferred).
• Previous experience in a healthcare field (preferred).
• Flexible and dependable.
• Active listening skills.
• Strong spoken and written communication skills.
• Ability to proactively look for solutions, and ask for help when needed.
• Intermediate computer skills.
• Capability to sit and stand for long periods of time.
• Ability to pick up, carry, hold and deliver items up to 10 lbs.
• High School or GED certification.