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Technical Support Representative

Company: Kelly Services
Location: Rochester
Posted on: September 9, 2019

Job Description:

Job Description

Our Technical Support Advisors provide support to resolve customer technology problems through a series of trouble shooting activities in a virtual call center environment. Common solutions include resolving username and password problems, data sharing & synchronization, uninstalling/reinstalling basic software applications, verifying proper hardware and software configuration and set up, power cycling devices, navigating customers through application menus, and troubleshooting email issues. This is a performance based organization where all calls are recorded, monitored, and reviewed on a daily basis. You will be responsible for support of Computers and Operating Systems, tablets, MP3 players and other technical devices.

Perks of joining KellyConnect:

Paid training at $12-$14/hr

After 90 days Advisors are eligible for a one-time $500 tenure bonus

Advisor earning potential of $15-$17/hr

Explosive growth opportunities into departments such as Leadership, Quality Assurance, and Training

Duties and Tasks/Essential Functions:

Interact with customers in response to inquiries, concerns, and requests about products and services

Gather customer/product information and determine the issue by analyzing the symptoms

Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more

Research using available resources, including article database systems

Complete required training to stay current with system information, changes, and updates

Participate in frequent 1:1/classroom video coaching sessions with leadership

Exemplary attendance and punctuality



Proper phone etiquette, including using client verbiage and positive positioning

Ability to speak and type clearly and accurately, using proper grammar

Ability to multitask between customer calls and logging of case notes

Maintain stable performance under pressure or opposition (such as time pressure, job ambiguity, escalated customer calls); handling stress in a manner that is acceptable to the organization

Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups, like Quality Assurance

Experience with mobile devices (mp3 players, tablets, smartphones)

Ability to adjust to constantly-changing technology, processes, and team structures

Openness to constructive coaching and ability to implement performance objectives

Ability to empathize with customers

Willingness to work evenings, weekends, and holidays

High School Diploma required

Candidates must be 18 years or older

Minimum 6 months call center experience required

Must provide phone and internet services and quiet work environment, as the position is virtual


Why KellyConnect--?Each year, we find work for nearly 23,000 call center employees. We offer temporary, temporary-to-hire, and direct-hire roles for both traditional office and home-based assignments. Our connections, from small- and mid-sized companies to 90 of the Fortune 100, can open your job search to a new world of opportunities. You get a more flexible careeryour waychoosing the positions you want, when and where you want to go, and always for competitive pay.About Kelly--At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity Equal Employment Opportunity is The Law.

Keywords: Kelly Services, Rochester , Technical Support Representative, IT / Software / Systems , Rochester, Minnesota

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