NexGen Agency is looking to hire outstanding Customer Tech Service Representatives for one of our main consumer electronic client. NexGen Agency is a fun, fast paced provider of multi-channel white-glove call center services. Our team consists of friendly, hard-working, big-thinking people who care all about providing stellar customer experiences! We are supporting a major player in the home audio and video industry and are looking for some great people to add on!

We are currently seeking someone who is ambitious, detail-oriented, and customer-focused to join our Customer Tech Team. As a member of our team, you will receive training to become an expert in our customer service values, processes, and procedures. Are you a movie freak? Do you love listening to music super loud? Are you a gamer or an audiophile? If you answer yes to any of these questions, then this is the career for you!

As a Product Support Tech Agent, you must represent our company well by being responsible, punctual, and motivated to go above and beyond the call of duty. You must also be highly detail-oriented and organized with good problem-solving abilities. It is also important that you display excellent verbal, written communication, and interpersonal skills.

The ideal candidate should be knowledgeable in wireless products, soundbars, amplifiers, subwoofer, AVRs etc., Ideal candidates must be able to provide operational support and assistance to our customers.

Responsibilities:

• Act as an advocate for our customers and be empathetic in all customer interactions
• Provide extraordinary tech and customer service to our customers via phone, email, or chat
• Answer questions about our products and services
• Must be always professional and courteous with a tech twist

Primary Responsibilities:

· Answer inbound calls from customers (or potential customers) who have questions and/or need help with consumer electronics. Help with troubleshooting, warranty matters and general tech related questions. Ex: “How do I connect my smart phone to my receiver?”

· Identify and escalate priority issues to next level support when appropriate.

· Gather and record customer information, concerns, and action taken to assist the customer in our CRM system.

· Utilize the knowledge base system for product and policy information needed to resolve customer issues and questions.

· Constantly continue to learn new technology in the consumer home audio and video electronics market, keep up with what’s new!

ENVIRONMENT AND PHYSICAL DEMANDS:
Business office environment
· CPU
· 2 GHz min without video or screen monitoring/recording
· Core i3/5/7 with video and/or screen monitoring/recording
· Memory
· 4 GB min
· Network
· TCP/IP network required (hard-wired LAN recommended)
· Voice bandwidth: 100 Kbps (G.711), 32 Kbps (G.729)
· Video calling bandwidth (estimated) 600 Kbps
Confirm network speed with these online speed tests:
https://www.speedtest.net/
https://www.bandwidthplace.com/
Please record your results.
· Allowed network ports in the range 40,000 to 65,535
· Outbound firewall UDP port 5080 open for SIP signaling
· UDP port 5060 open for the SIP softphone
· QoS router configurations recommended for UDP packets
· Router/Firewall ALG/SIP Packet inspection disabled
· Headsets
Professional series headsets with USB connectivity
Recommend models:
· Plantronics EncorePro 500 series
· Jabra Biz 2300 series
· Sennheiser SC 230/260 USB series
· Logitech H650e
· Operating System[9]_
· Windows 10
· Mac OS X 10.10
· Active Firewall
_· Browsers[11]
· Google Chrome 80 and later
· Mozilla Firefox 60 and later
· Internet Explorer 11 and later (Windows 7, 8, and 10) [12] [13]
· Safari 8 and later (Mac OS X)
· Additional Software
· Teamviewer application (for remote technical assistance)
https://www.teamviewer.com/en/download/
· Ability to sit for up to 8 hours unassisted
· Ability to enter data for up to 8 hours unassisted
· Ability to view PC screen for up to 8 hours
· Ability to prioritize in a multi-task environment

Requirements:

• Must be able to write, spell and read English
• Associates degree or education equivalent
• Must be computer literate
• Must pass a background check
• Must be legally authorized to work in the United States for any employer without sponsorship
• Reliable, punctual attendance is an essential function of the position
• Problem solving and critical thinking skills.
• Great multi-tasking skills.
• Prioritize and effectively manage time.
• Positive attitude and excellent interpersonal skills.
• Good judgment and independent decision making.
• Work effectively with windows-based computer systems.
• Effectively interact in a professional and courteous manner with customer.
• Demonstrate initiative and interest in self-development
• Must be able to navigate more than one site at a time
• FLEXIBILITY IS NEEDED

Job type-Full time position

Pay Rate- $14-$16hr based on experience

Work from home after training

Job Type: Full-time

Pay: $14.00 - $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Experience:

• Customer service: 1 year (Preferred)
• Call center: 1 year (Preferred)
• Technical support: 1 year (Preferred)

Work Location: Remote

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