Chat-Based Technical Support Agent for TravlFi™ Powered by Pace

Position:

We are seeking a highly motivated and customer-focused individual to join our team as a Chat-based Technical Support Agent to support our TravlFi™ business unit. As part of our inbound service team, you will be responsible for providing technical support to our customers via our chat platform with any issues they encounter while using our internet products and services in the RV market. All training is provided to help you assist customers with our portable hotspot and router products through an integrated chat to more efficiently and quickly assist questions from our customers.

If you are a dedicated and tech-savvy individual with a passion for delivering exceptional customer support, we encourage you to apply for this position. Come join our team and be part of the success of our products and the satisfaction of our valued customers.

Job Description:

• Offer timely and courteous responses to customer inquiries, troubleshooting technical issues, and delivering effective solutions via chat
• Diagnose and resolve a wide range of technical problems related to our products and services. This may include software-related issues, connectivity problems, configuration errors, and other technical challenges
• Develop a deep understanding of our products and services to effectively assist customers with their queries, product usage, and feature explanations
• Escalate complex or critical technical issues to senior technical support staff or other relevant departments, ensuring prompt resolution
• Maintain accurate and comprehensive records of customer interactions, including problem descriptions, solutions provided, and follow-up actions taken
• Strive to achieve high customer satisfaction ratings through attentive and empathetic communication, actively addressing customer concerns, and resolving issues efficiently
• Stay up-to-date with product updates, technological advancements, and industry trends to enhance technical knowledge and provide better support to customers
• Collaborate with cross-functional teams to improve product features, report bugs, and contribute to the overall improvement of our products and services

Desired Experience:

• Prior experience in a chat-based technical support role or customer service position is highly desirable. Demonstrated experience in delivering exceptional customer service is essential
• Previous experience providing technical support for internet service providers or cellular providers, handling issues related to internet connectivity, network configurations, modem/router troubleshooting, data plans, coverage issues, and device settings
• Strong technical troubleshooting skills with a good understanding of computer hardware, software applications, internet protocols, and common technical issues faced by customers
• Excellent written communication skills are crucial for effective chat-based interactions with customers. The ability to convey technical information in a clear and understandable manner is vital
• A proven track record of analyzing and resolving technical issues logically and efficiently
• Possess a patient and empathetic approach to customer interactions, understanding their frustration and providing reassurance during technical challenges
• Ability to handle multiple chat sessions simultaneously while maintaining a high level of responsiveness and accuracy
• Efficiently manage chat sessions, ensuring all customer inquiries are addressed promptly and effectively
• Being adaptable to a dynamic work environment with changing customer needs and evolving technology

Education:

High School Diploma, or equivalent

Skills Knowledge:

• At least 6 months experience working in a call center environment is preferred
• Professional and articulate verbal communication skills
• Proper phone etiquette
• Proficient and accurate computer skills
• Strong attention to detail and ability to follow specific procedures and instructions
• Ability to make independent decisions
• Effective listening skills
• Excellent organizational and time management skills
• Willingness to co-operate with others and work to the greater good
• Technical and/or mechanical experience preferred but not required

Physical Demands:

• A majority of time is spent sitting
• Some standing and walking may be necessary but are not essential to performing the jobresponsibilities
• Simultaneous movement of hands, wrists, and fingers is an important element to this position
• Ability to lift up to 25 lbs. on a regular basis and up to 50 lbs. on an occasional basis

Compensation: Hourly plus commission

About TravlFi™ Powered by Pace:

TravlFi™ is brought to you exclusively by Pace International, offering the RV Market pay as you go internet in their RV that offers multi-network access through one service. While TravlFi was developed by our team in 2020, Pace has extensive experience in the RV market as the national distributor for DISH Network in the RV market and provides award-winning products and services through its warehouse and fulfillment center, an on-site call center, and ecommerce operations. Based in Rochester, Minnesota since 1972, has grown from a regional electronics distributor to a provider of connectivity solutions to commercial and mobile markets nationwide. As dedicated experts in the outdoor industry, Pace Internationalprovides a best in class sales, customer service and technical support experience. With our U.S. based call center open 7 days a week, we field thousands of calls per week from customers enjoying life on the go.

Job Type: Full-time

Pay: Up to $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Education:

• High school or equivalent (Preferred)

Ability to Commute:

• Rochester, MN 55901 (Required)

Work Location: Hybrid remote in Rochester, MN 55901

Salary : $20