• Technical Support Specialist, Tier 2

    State/Province
    Florida
    Position Type
    Regular Full-Time
  • Overview

    Come Be Apart

     

    Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises, from startups to Fortune 500.

     

    Responsibilities

    • Provide medium to advanced technical support to agents experiencing issues with Arise or client specific applications
    • Ability to receive escalated chats, review previously executed troubleshooting, and continue with diagnosis and resolution of issue
    • Ability to multi-task multiple chat sessions
    • Create, document, update, escalate, and resolve cases in our ticket tracking system
    • Perform outbound calls to update, follow-up and resolve outstanding tickets
    • Ability to meet key metrics across multiple targets (chats per hour, average handle time, NPS, CSAT, and QAs)
    • Recommend procedure modifications and improvements
    • Team player mentality
    • Perform other job duties as assigned by people leader

    Qualifications

    • Familiarity with PC and Mac hardware and operating systems
    • Strong computer skills with ability to diagnose and resolve issues
    • Excellent customer service skills and detail oriented
    • Ability to communicate effectively by explaining detailed technical issues to an end user in a simple, concise manner
    • Two years related Help Desk experience that provides demonstrated ability to perform outlined tasks
    • BS degree in Information Technology, Computer Science or equivalent is recommended

    Other Requirements

    • The position will require shift work on a 24/7/365 basis in the Miramar facility
    • Due to the nature of our call center business, holidays and weekends may be required 

    Competitive Compensation and Benefits which include:

     

    • Health/ Dental/ Vision/ Flex Spending Benefits
    • 401k, Retirement
    • Great PTO and Holiday Plan!
    • Maternity/ Paternity Paid Leave
    • Life and Disability Insurance
    • Tuition Reimbursement
    • Great Place to Work

     

    Next Steps

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