Compudopt’s mission is to provide technology education and access to under-resourced youth and their communities. Compudopt is seeking a detail-oriented, self-starter individual to serve on its growing National Call Center team that is a part of Compudopt’s Digital Navigation Services. This full-time position is critical to the success of our organizational operations, and our ability to support programs and to serve youth and families throughout the United States.
The Contact Center Agent must act with integrity, be committed to achieving organizational goals, take responsibility for mission achievement, and demonstrate accountability by starting with yes.
Responsibilities:
- Work within the Compudopt community to promote excellent customer service, and effective response times and provide expert insights into general support issues.
- Use chat, telephone, remote, and on-site support to resolve and troubleshoot basic and high-level back-end technology or connectivity issues for all customers.
- Manage calls relating to device tech support, internet connectivity support, and the Compudopt Community Portal.
- Prioritize, schedule, and manage repair and exchange appointments for customers.
- Maintain open communication with customers regarding the status of their technology issues.
- Provide input and feedback to the Support Center Manager concerning challenges that will hinder or enhance the quality of service provided
- Prepare monthly reports on assigned areas.
- Other duties as assigned.
Qualifications:
Required:
- HS Diploma or GED
- A minimum of six months in a call center or customer service environment
- Bilingual in English and Spanish.
Preferred:
- Minimum of 1 year of experience with advanced back-end support (i.e. troubleshooting (internet device remote reboot, password reset for internet device, firmware internet device updates, understanding latency, up-down speeds, orienting devices for signal, and providing supplemental device installation information).
- Google Earth experience pertaining to internet connectivity (mapping)
- COMPTIAA certification or equivalent
Special Knowledge/Skills:
- Strong interpersonal and communication skills.
- Ability to remain seated for extended periods of time.
- Ability to work with minimal supervision.
- Ability to prioritize multiple tasks or assignments.
- Knowledge in Google Earth
- Knowledge of Cradle Points, Sierras, and HSI’s
- High degree of accuracy, attention to detail and follow-through.
- Effective analytical skills to handle escalated customer situations; recognize patterns in data, information, or events to draw logical conclusions and make recommendations for action.
- Collaborative, results-oriented, positive, and energetic team player who is highly organized, detail-oriented with excellent problem-solving skills.
Compudopt provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Compudopt complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Salary is one component of Compudopt’s total compensation package, which also includes:
- Employer paid medical contributions up to $7015.20 annually.
- Employer paid short-term disability and basic life insurance.
- Two fully paid medical plan options for employee-only coverage.
- Up to 4% 401K employer match
- Generous, above- market, leave policies including 17 company paid holidays, 80 hours minimum of PTO, (and 48 hours of paid sick leave each calendar year with increases from 3 years of service and longer).
This position is subject to successfully passing a background check.
Pay Range: $21.63 - $25.75 per hour
