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Desktop Agent

24-7 Intouch

This is a Full-time position in Las Vegas, NV posted April 7, 2021.

About 24-7 Intouchn n 24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions.

For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.n nFor more on our culture, follow the link to Our Story
– https // n About The Jobn n We are looking for a Desktop Agent who will focus on identifying areas of opportunity and find solutions to challenges the company is facing with technology and customer interactions.

The ideal candidate will identify product/company areas for improvement, write content, analyze data, and coach CSR’s in a fast-paced, ever changing environment.

We’ll rely on you to listen to customers and use your technical knowledge to provide world class customer care and troubleshooting
– and remind customers that behind great products are also amazing people.n n As a Desktop Agent, You Will…n Learn and retain a thorough working knowledge of all existing and new products Represent our client partners, learn and maintain knowledge of client brand and philosophy, as well as promotions and processes Partner with the client to identify key metrics for quality monitoring Assist with knowledge base and training content Review resources, interactions, and experiences with the product and customer experience to ensure the highest quality standards for the customer Write and conduct specialized training Communicate product and escalation updates to support team Identify and send escalations to engineering and operations Provide information to the client and place appropriate notes in the system indicating what action was taken or needs to be taken Maintain thorough knowledge of systems so that information can be researched and accurately provided to the customer Perform other duties as assigned n n Requirementsn n As a Desktop Agent, You Have…n A high school diploma or equivalent (required) A post-secondary degree or certificate, preferably in Business Management (preferred) A combination of education and work experience will also be considered 2+ years experience in the call center industry and/or customer service industry Experience with writing technical content Experience in coaching and mentoring Technical knowledge and expertise Knowledge of call center systems, ACD/IVR and performance statistics Analytical skills to make smart decisions and solve complex technical issues in a fast-paced work environment Superior communication skills Listening, verbal and written Skills in MS Office programs (Word, Excel and PowerPoint) Ability to build rapport with clients and interact with team members at various position levels Ability to develop employees through positive motivation Strong problem solving and decision-making skills Comfort with technology and frequent technological change Adaptable to change and innovation Ability to work a variety of shifts, including days, evenings, and holidays Ability to come into the campus to pick up equipment n n By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship.n nAny and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.