Mass Markets TECHNICAL SUPPORT REPRESENTATIVE | FULL TIME & PART TIME in West Des Moines, Iowa
As a Technical Support Representative you will handle blended inbound phone interactions with residential and business customers. You will provide troubleshoot account issues, provide general customer service and upsell customers on products and services when appropriate. Candidates should be highly reliable, have great communication skills and be willing to constantly learn on the job. This position offers flexible full and part-time options.
Mass Markets is able to offer flexible scheduling for qualified candidates.
WHAT IS A TECHNICAL SUPPORT REPRESENTATIVE AND WHAT DO THEY DO?
In this role you will be responsible for handling inbound customer service inquiries using state of the art contact center technology and customer experience methodology. As a highly trained expert on products, technology and business process you will work on behalf of some of the most recognized brands in the world. This role requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services and ensure best in class customer experience. In addition to being the best in the business when it comes to customer interactions you will need to be confident, fully engaged, a team player and dedicated to bringing a positive and enthusiastic outlook to work each day.
HOW DO YOU KNOW IF YOU WOULD LIKE WORKING AT MASS MARKETS?
You enjoy talking to people and helping them resolve any frustrations they may be facing
Problem solving gets you excited
You are money motivated, you like getting paid more for doing more
You’re a quick learner and thrive on change
You have experience in entry level customer facing positions such as retail, bartending, receptionist roles, phone jobs, sales, purchasing, hospitality, customer service, food service, or administrative office roles where you liked interacting with customers
You love talking; people even say you should get paid for talking (perfect fit!)
In addition to being an all-around great asset to the team, our telecom account managers are responsible for the following tasks.
Listen to and resolve customer issues
Utilize systems and technology to complete account management tasks
Recognize sales opportunity and apply sales skills to upgrade customers
Explain and position products and process when interacting with customers
Appropriately escalate customer dissatisfaction
Ensure first call resolution through problems solving and effective call handling
Mass Markets provides all new employees with a paid world class training. Qualified candidates will be willing to learn new products, processes and technology. Candidates should be positive, driven and confident individuals that will represent the company and its customers professionally at all times. Experience in customer care, sales or phone based roles is a plus but not required. Other job requirements are:
High school diploma or equivalent; College Students, Interns, and recent College Graduates are welcome
Must have the ability to learn customer service software applications
Must be proficient with basic PC skills
Ability to multi-task in a fast paced environment
Minimum 18 years of age
Previous experience in retail, bartending, receptionist roles, phone jobs, sales, purchasing, hospitality, customer service, food service, or office/administrative roles is a plus, but not required since we train all new employees for the job.
Standard starting compensation includes a base hourly wage commensurate with experience, an hourly attendance bonus and a weekly performance bonus. Regular reviews and raises are awarded based on tenure and performance so our employees make more each year.
Employees earn generous paid time off as well as paid holiday’s and paid training opportunities.
Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets and even cars.
All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days. Optional Roth IRA retirement accounts, Term Life Insurance and Whole Life Insurance plans are available to all employees each open enrollment period.
All employees receive an employee phantom stock contract after one year with the company so everyone has an interest in the company’s growth.
As a 15-year old organization and Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options.
Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.
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DepartmentTechnical Support Agent (TSA)
TypePart-Time and Full-Time
ScheduleFlexible Day, Evening & Weekend Shifts | M-F, S
Wage Description$13.50/hr.* | Bonus & Incentives
EducationHigh School Diploma/GED
Min. Years Experience0