Alorica Technical Support Agent in Lake Mary, Florida

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.


  • JOB SUMMARY*

Your mission (should you choose to accept it) is to offer customer support through phone, email, online chat or social media to customers who have questions, concerns or confusion around a particular product or service.

You’re literally the voice of the brand, and a strong relationship between our clients and their customers starts with you. So only the awesome need apply.

Ready to start? Chat with us to begin the process now: (https://olivia.recruiting.ai/co/Alorica)


  • KEY JOB RESPONSIBILITIES*

  • Role:

Technical Support consists of responding to Contacts initiated by Authorized Users for the purpose of resolving technical Issues. Alorica’s Tech Support agents will provide technical support to administrators, teachers, students, and parents using Client digital content and platform features; consumers requesting support for consumer subscription-based

products; and Client employees requesting assistance with their own efforts to resolve technical Issues that are actually or potentially presented by customers. Technical Issues may include, among other things, requests for assistance with passwords, feature walk-throughs, rostering, and product performance and content, and general customer inquiries regarding any of Client services and products supporting digital content and features.

  1. Responsibilities:

  2. Providing Authorized Users support via phone, email, and other channels in accordance with CLIENT Standards.

  3. Providing Tier 1 technical support to Authorized Users for all Contacts received, documenting all case notes in Salesforce Service Cloud, including:

  4. Resolving Issues for all Contacts to the extent possible using Tier 1 resources.

  5. Escalating to CLIENT Tier 2 support staff any Issues that cannot be resolved at the Tier 1 level due to complexity or escalation request.

  6. Replicating and escalating to CLIENT Tier 3 support staff any Issues involving product

performance and/or content issues in accordance with CLIENT Standards.

  1. Providing updates as required by CLIENT Standards to the affected Authorized User regarding the reported Issue.

  2. Managing Issues in conformance with CLIENT Standards.

  3. Collaborating with CLIENT to define and/or redefine and adopt Issue escalation procedures.

  4. Leveraging the Knowledge Base to assist with the resolution of Issues.

  5. Educating CLIENTs customers on CLIENT products and services that will enhance their relationships with CLIENT and increase CLIENTs profitability.

  6. Recommending and updating Knowledge Base articles that will assist agents in delivering accurate issue resolutions in a timely manner.

  7. Having new and revised article requests reviewed by Tier 2 agents and published in the Knowledge Base.

  8. Analyzing Issue trends, including top Contact drivers, and recommend and implement action plans, with CLIENTs approval, to reduce Issues.

  9. Developing an action plan on a quarterly basis to address suggested improvements for CLIENT review. Report monthly on progress and improvements made.

  10. Keeping CLIENT updated with alerts regarding Alorica tools, software or system outages, and major incidents, in each case advising of any new or changed information.

  11. During an CLIENT system outage, periodically (expected to be no less than hourly during any outage) reporting outage updates to CLIENT Management via email with the number of calls and emails received related to the outage.

  12. Providing a solution capable of routing calls to different agents based on the skills required to resolve or complete the Issue.

  13. Managing any misrouted calls or emails regarding CLIENT products or services by transferring the customer to the appropriate internal CLIENT group, or by providing the applicable number to the external partner or supplier.

  • WHY JOIN ALORICA?*

Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.

Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.

But please, allow us to entice you further! As an Alorica employee, you may receive:

  • Paid training

  • Flexible training schedules

  • Medical and dental benefits

  • Paid time off

  • Paid holiday and sick time

  • Retirement planning options (401(k))

  • Employee discounts through client programs

Working at Alorica means potentially having the freedom to explore all kinds of career options – from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed – because when you’re at your best, that’s when we’re at /our/ best.

So what do you say? Ready to take the next step?


JOB REQUIREMENTS

  • Minimum Education and Experience:*

  • High School Diploma or GED required; college degree preferred

  • Customer service experience a plus

  • Phone-related customer service a /major/ plus

  • Familiarity with Microsoft Windows, Word, and Excel applications

  • Bilingual language skills a plus

  • Knowledge, Skills and Abilities:

  • Stellar customer service skills – and an overwhelming desire to make lives better, one interaction at a time

  • Ability to use phone and computer systems

  • Excellent oral and written communication skills

  • Strong listening/comprehension skills

  • Ability to stay composed and objective

  • Conversational, patient and confident, with a positive attitude

  • WORKING CONDITIONS*

  • Work Environment*

  • A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off

  • Constant usage of phone and computer systems

  • Physical Demands*

Constant sedentary work. You’ll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you.


/ DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job./

/ /

  • TAKE THE NEXT STEP*

Let’s make lives better. Let’s defy the status quo. And let’s go beyond thinking outside the box – and decide to obliterate the box instead.

You ready? Let’s do this.

Ready to apply? Start the process right away by chatting with us now (https://olivia.recruiting.ai/co/Alorica)

/ /

  • About Alorica:*

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.