Technical Support Reps

You want it? We got it!!

Who is Focus?

Focus Services is call center located in the heart of your home town. We utilize the latest technology and have a diverse and rewarding atmosphere. Focus employees receive daily recognition and are rewarded with sales bonuses, raffle prizes, cookouts, company parties, and other social/family events.

Why Focus?

Because we believe that where you work matters and will provide you with an enjoyable, challenging, and rewarding experience in every way. As Focus employees we believe that giving back matters and we are dedicated to providing assistance to our employees, their families, and the organizations and communities in which they live. Focus Services is dedicated to instilling in its employees a lifetime commitment to educate and inspire people everywhere.

Join our Team!

Join the Focus Services Technical Support Team. Job responsibilities include providing Technical Support to customers with internet, television, and phone services. Additionally, ideal candidates will be responsible for creating accurate interaction notes within the call dispositioning system.

Responsibilities

• Assist customers with resolving loss of internet connectivity and quality of service issues (Wi-Fi & Wired devices), cable television issues, equipment provisioning issues, and issues related to phone service (e.g., loss of dial tone, quality of service, telephone number porting).
• Ability to drive customer issue(s) to resolution during the initial customer interaction.
• Demonstrates the ability to manipulate multiple tools effectively and efficiently (e.g., Knowledge base, various tools that assist with issue diagnosis/resolution)
• Based on the customers wants and needs, acts as a product consultant, articulating appropriate product solutions, features and benefits.
• Demonstrate awareness of company policies and procedures, utilizes sound judgment, and remains within scope of support.
• Follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
• Must be able to work in a fast-paced, structured, dynamic and high transaction environment, with the ability to maintain composure in stressful situations, to manage, negotiate with, and diffuse angry or upset customers.
• Demonstrates the ability and takes ownership to achieve established goals and performance metrics.
• Comfortable adapting to policy and/or procedural changes that are communicated via instructor lead training, virtual training, e-mail, and/or verbally via team huddles.
• Interacts with customers via telephone
• Must be able to wear telephone headset and manipulate objects such as keyboard and mouse for extended periods of time.

Earning Potential

• Bonus potential
• Added incentives for performance, hours, etc.
• Clearview point purchasing system

Are you a good fit?

• Proficient PC and keyboarding skills with ability to multi-task through different applications/screens
• The ability to type 25 wpm
• Good numerical and analytical skills
• Skill to communicate effectively with customers
• Ability to handle a high stress environment
• Willingness to work in a fast pace work environment
• Ability to be proactive
• High School Diploma or equivalent
• Proficient in Microsoft Windows & Mac OS
• Technical aptitude as it pertains to navigating multiple windows of information
• 1+ years of customer service experience in a performance managed environment that is technology focused with high volume troubleshooting via phone
• Strong typing and oral communication skills
• Regular and prompt attendance during training and scheduled shifts
• Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.

Insurance Benefits & Time Off

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Time Off
• Paid Holidays
• Reduced or Flexible Hours
• Family Medical Leave

Financial Benefits

• Excellent base wage
• Daily / Weekly / Monthly Contests and Prizes
• Scholarship Opportunities
• Performance Bonus

Perks & Discounts

• Employee Discounts
• Company Social Events
• On the Job & Continuation Training
• Professional Development/Advancement Opportunities
• Volunteer Assistance Program
• Referral Programs
• Employee lunches and snacks
• Charity events
• Casual dress code
• Tiered promotional opportunities based on performance
• Individual and Team recognition

Check us out at www.focusservices.com to apply and learn more about our company history, culture, and values!